Complaints Handler

Working hours: 37.5 HPW - This role is available on a part-time, job-share or full-time basis.

Salary: Up to £30,000 depending on experience plus an excellent benefits package

Location: Flexible

Closing date for applications: 8th October 2025

The opportunity: 

Our ambition is to the best retail protection provider in the UK, delivering an outstanding service to customers and advisers and providing a fantastic place to work.

We recognise that things will occasionally go wrong, and when it does, we want to do everything to put it right and to learn from it.

We now have an amazing opportunity to join our customer care team as a complaints handler. You will be responsible for effectively managing customer complaints and inquiries to ensure prompt resolution, delivering fair outcomes that maximise customer satisfaction.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing? 

• Receive and respond to complaints by phone and email

• Listen attentively to customers, understand and empathise with their concerns and gather all information to understand the nature of the complaint
• Investigate thoroughly, engaging with internal teams, identifying root causes and identifying appropriate solutions
• Communicate with customers in a professional and courteous manner, providing regular updates on the status of their complaint and proposed resolutions
• Proactively identify trends or recurring issues and recommend process improvements

What are we looking for?

• Strong previous experience in customer service
• Experience of handling complaints preferrable, ideally in a regulated environment
• Exceptional communication and people skills
• Strong critical thinking skills and attention to detail
• Ability to remain calm and professional under pressure
• Proficient in Microsoft Office and experience of complaint management systems is advantageous

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

What will you get in return?

Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

Follow the link for more information about our benefits - Employee benefits | Working at Zurich Insurance UK

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.

With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

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. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

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