At a Glance
- Tasks: Help customers by resolving complaints with empathy and professionalism.
- Company: Join a diverse and inclusive team at Zurich, a leader in insurance.
- Benefits: Enjoy a competitive salary, generous holiday, and great health perks.
- Other info: Flexible working options available, with opportunities for professional development.
- Why this job: Make a real difference by improving customer experiences and company processes.
- Qualifications: Experience in handling complaints, especially in travel or property insurance.
The predicted salary is between 28000 - 28000 € per year.
Location: Glasgow or Fareham (Hybrid working, minimum 50% office based)
Hours: 35 (Monday to Friday, 9am – 5pm). This role is available on a part‑time, job‑share and full‑time basis.
Salary: Up to £28,000 depending on experience. Opportunity ends 29th May 2026.
Responsibilities- Understand customers and respond empathetically.
- Investigate complaints fairly, consistently and effectively, engaging relevant people.
- Analyse information to make good decisions.
- Respond quickly, professionally and fairly, and communicate effectively.
- Follow all regulatory rules.
- Manage a complaints caseload.
- Help identify the causes of complaints and trends.
- Help improve the team and company.
- Use assertiveness, influencing and negotiating skills.
- Work well with everyone and set a good example.
- Act with integrity, be resilient and maintain a positive attitude.
- Experience handling complaints from customers, specifically in travel or property insurance claims or complaints.
- Precise and great attention to detail.
- Knowledge of insurance guidelines and procedures.
- Possibly working toward professional development (e.g., CII).
- Experience of sending final written responses.
- Comfortable with telephone‑based work and taking calls.
When working from home, a safe, private environment with minimal distraction and a solid internet connection is required.
Benefits- 12% defined non‑contributory pension scheme.
- Annual company bonus.
- Income protection.
- Life cover – four times your salary.
- Private medical insurance.
- Virtual GP appointments.
- Discounted gym membership.
- Free flu jab.
- Access to a wealth of support from wellbeing partners.
- 28 days holiday a year plus bank holidays.
- Option to swap UK bank holidays for days off that have cultural or religious significance.
- Option to buy up to an additional 20 days or sell some of your holiday.
- Three days paid volunteering.
- Up to 16 weeks full pay for maternity, paternity and adoption leave.
We value diversity and inclusion. Zurich is an inclusive employer and encourages candidates to let us know of any reasonable adjustments or practical support needed.
Complaints Specialist in Glasgow employer: Zurich 56 Company Ltd
Zurich is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With a comprehensive benefits package including a generous pension scheme, private medical insurance, and flexible working options, employees in Glasgow or Fareham can thrive both personally and professionally while making a meaningful impact in the complaints handling process.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Specialist in Glasgow
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and handle complaints. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, it's crucial to demonstrate empathy and professionalism. Role-play with a friend or family member to get comfortable with responding to different scenarios.
✨Tip Number 3
Prepare some examples from your past experience where you've successfully handled complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your skills effectively during the interview.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Complaints Specialist in Glasgow
Some tips for your application 🫡
Show Your Empathy:As a Complaints Specialist, understanding customers is key. Make sure your application reflects your ability to respond empathetically to customer issues. Share examples of how you've handled complaints in the past with care and consideration.
Be Detail-Oriented:Attention to detail is crucial in this role. When writing your application, double-check for any typos or errors. Highlight your experience with precise documentation, especially if you've sent final written responses before.
Demonstrate Your Decision-Making Skills:We want to see how you analyse information and make decisions. In your application, include specific instances where you've investigated complaints and made fair, effective decisions. This will show us you're up for the challenge!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Zurich 56 Company Ltd
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of complaints handling, especially in travel or property insurance. Brush up on relevant guidelines and procedures so you can speak confidently about your experience and how it relates to the role.
✨Empathy is Key
As a Complaints Specialist, you'll need to show that you can respond empathetically to customers. Prepare examples from your past experiences where you've successfully handled complaints with understanding and professionalism. This will demonstrate your ability to connect with customers.
✨Showcase Your Analytical Skills
Be ready to discuss how you've analysed information to make decisions in previous roles. Think of specific instances where your attention to detail helped resolve a complaint or identify trends. This will highlight your problem-solving abilities and your fit for the role.
✨Practice Your Communication
Effective communication is crucial in this role. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable discussing your experiences and answering questions in a professional manner.
