Senior Complaints Consultant & Team Lead

Job Summary

Zurich Workplace Solutions (ZWS) is an entity from Zurich International located in the heart of the DIFC's International Financial Centre. They provide localized workplace savings solutions that offer flexibility, control and make a positive difference to long-term financial security. 

ZWS is the Administrator of the DIFC Employee Workplace Savings plan (DEWS), a progressive end-of-service benefit plan introduced within the DIFC in 2020 and now serving more than 70 government and freezone entities. 

To support our expansion, we're looking for a Senior complaints consultant & Team Lead to join the Service Centre team. 

In this role, you will be responsible for resolving direct and indirect customer complaints ensuring that they are dealt with in accordance with the local complaints policies and lead a team of service consultants. 

Job Accountabilities

As a Senior Complaints Consultant and Team lead, your role will involve: 

• Provide a customer-focused and responsive service for all customers you assist with a complaint, Members' Enquiry, complex/escalated issue - reviewing/investigating and responding to all concerns raised in a way that is positive and helpful, maximizing early resolution of issues, minimizing further problems for customers and keeping customers always updated.
• Contact complainants as early as possible to ensure that their concerns and desired outcomes are fully understood, managing expectations early on where this is required.
• Engage with colleagues promptly and proactively from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members' Enquiries and complex queries.
• Adhere to SLA's and complete any promised follow up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers, minimizing further issues and complaint escalation.
• Manage customer expectations regarding policy and process in a nonconfrontational and customer-focused manner, offering alternatives where possible.
• Assist customers in a way that complies with relevant regulatory and legislative requirements including those regarding data protection and applying learning from relevant training and minimizing risk.
• Identify and share emerging issues for customers which help improve the service offered by the Customer Resolution Team and other teams, including raising issues that re-occur.
• Assist with the completion of regular complaints & correspondence reports, by collating information from supporting systems and assisting with the commentary required.
• Use your initiative, knowledge, and judgement to assess and resolve problems including prompt escalation to managers as required.
• Develop and maintain knowledge of other services to ensure you support customers and other services in the most effective way.
• Assist with quality and timely responses to customer emails or enquiries received through our websites during busy periods and/or when cover is needed for training.

Job Accountabilities

• Undertake ad-hoc tasks as identified by the Contact Center Team Leader, Service Delivery Manager, or managers from the services that you assist.
• Work collaboratively across all Operational areas and assist with BAU Contact center tasks.
• Demonstrate a flexible and co-operative approach towards changing business needs.
• Assist with Regulatory audits around complaints process and findings.
• Handle complex customer complaints and inquiries, ensuring resolution in line with Zurich’s standards.
• Act as a subject matter expert for complaint management, guiding colleagues and supporting process improvements.
• Collaborate with internal stakeholders to resolve issues and prevent future complaints.
• Ensure compliance with regulatory requirements and Zurich’s complaint handling policies.
• Provide root cause analysis and contribute to reporting and trend identification.
• Support implementation of best practices and continuous improvement initiatives.
• Lead, coach, and develop a team of service consultants, fostering a collaborative and high-performing environment.
• Monitor team performance, provide constructive feedback, and conduct regular one-to-ones and performance reviews.
• Allocate tasks and manage teamwork to ensure timely, effective complaint resolution.
• Support team members in complex cases, providing guidance and escalation management.
• Drive employee engagement and support professional development through mentoring and training opportunities.
• Ensure the team adheres to Zurich’s values, compliance standards, and customer-centric approach.
• Communicate organizational updates, policy changes, and process improvements to the team.
• Promote a culture of empathy, optimism, and reliability in line with Zurich’s brand principles.

Job Qualifications

To be successful in this role, you will need:

• Bachelor's degree (in business/finance would be an added advantage).
• 3 years or more' experience in customer handling and complaints management, preferably within the Insurance/End of service Industry.
• High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels.
• Ability to communicate complex information concisely.
  Prior experience in a contact center environment will be a plus.
• Proven track record in team leadership or supervisory roles will be preferred.