Share this Job
Apply now »

Complaints Specialist - Part-Time, Job-Share and Full-Time



Role Title: Complaints Specialist - Part-Time, Job-Share and Full-Time


Location: Glasgow or Fareham, (Hybrid working, minimum 50% office based)


Salary: Up to £25,000 (based on experience)



We are looking for people who put the customer at the heart of everything they do, when dealing with complaints in a range of insurance products such as motor, property and travel insurance.  If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards creativity, initiatives and contributions - then Zurich could be just the place for you


This role is available part-time, job-share or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.


The opportunity:


At Zurich we understand that things will, occasionally go wrong. We also recognise that when this happens, it is our opportunity to not only put this right but to learn from it and make a difference in the future.


The ideal candidate will have previous experience in handling complaints within the financial services industry, ideally insurance.  We are therefore, looking for complaints handlers to join us helping customers when they need us most, by professionally assessing their complaint and reaching fair decisions promptly.

As a complaint handler you will be expected to effectively manage a caseload of customer complaints while liaising between our multiple functions, suppliers, and our customers to understand a full view of their end-to-end journey to reach an impartial, fair, and reasonable outcome for all parties.


About you:


If you’re as passionate about delivering an outstanding service to our customers as we are and want to work in a supportive team and develop a long-term career then we want to hear from you.



The ideal candidate will be able to:


  • Always demonstrate empathy towards our customers, whilst understanding the context of their challenges
  • Investigate all complaints in a fair, consistent and effective way, engaging with a wide range of stakeholders as appropriate
  • Identify and analyse key information to support decisions
  • Deliver consistent, professional, prompt, and fair responses and communicate in a highly effective manner
  • Ensure all regulatory principles are adhered to
  • Manage a complaints caseload
  • Support root cause and trend analysis
  • Support our culture of continuous improvement within the team and wider business
  • Utilise assertiveness, influencing and negotiating skills
  • Be a great team player, demonstrating role model behaviours
  • Demonstrate resilience and a positive can-do attitude whilst always acting with integrity


Your skills and experience:


  • Experience in handling customer complaints within financial services, preferably insurance
  • Excellent communication skills
  • Strong attention to detail
  • Technical knowledge of insurance guidelines and procedures advantageous
  • Ability to work independently and as part of a team
  • Progressing towards professional development (e.g. CII)



The reward:


The salary for this role is up to £25,000, depending on experience. We also offer an excellent lifestyle benefits package which includes:


  • 12% pension
  • 25 days holiday plus an additional 3 volunteering days
  • Annual company bonuses
  • Contribution to medical cover
  • Discounted technology offers
  • Virtual GP appointments
  • Discounted gym membership,
  • Free flu jab
  • Discounted gadget insurance 



At Zurich we will consider requests for flexible working on hiring.  Many of our employees work flexibly in many different ways, including part-time, flexible hours, job share or an element of working from home. Please talk to us at interview about the flexibility you may need.


Who we are:


With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We therefore look to hire great people and we encourage those people to give their best.

 You’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.


Our Culture:


At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that.  Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.


With the above in mind we accept applications from everyone regardless of your background, beliefs or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.


We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.


So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

Apply now »