Complaints Specialist in Glasgow

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

Hours: 35 (Monday to Friday between 9am and 5pm) – This role is available on a part-time, job-share, and full-time basis.

Salary: Up to £28,000 depending on experience.

Opportunity Deadline: 3rd April 2026.

Job Summary: We're looking for a complaint handler to join our team, helping customers when they need us the most. You’ll be handling complaints for travel insurance products. You’ll need to assess each complaint and make fair decisions quickly. At Zurich, we get it: things can go wrong. But when they do, we see it as a chance to make things right and to learn from the experience so we can do better in the future. You’ll be managing a caseload of customer complaints and will need to work with multiple departments, suppliers, and customers to get a complete view of what happened. It's your job to come up with a fair, impartial, and reasonable solution that works for everyone involved. If you thrive in a fast-moving environment and want to work for a company that values creativity, initiative, and contributions, then Zurich might be the perfect fit for you.

Responsibilities:

• Understand our customers and their challenges and respond empathetically.
• Look into complaints in a fair, consistent, and effective way, engaging with the relevant people.
• Analyse info 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.
• Always act with integrity, is resilient and has a positive attitude.

Skills and Experience:

• You have experience dealing with complaints from customers, specifically in travel insurance claims or complaints.
• You're great at communicating.
• You're precise and have great attention to detail.
• You know your way around insurance guidelines and procedures.
• May be working towards professional development (e.g. CII).
• You have experience of sending final written responses.
• This is a telephone-based role. You are comfortable with taking calls.

Working from Home Requirements: When working from home, ideally the area needs to be safe, private with minimal distraction. You will require a solid internet connection.

Inclusive Employment and Accommodations: 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.

Benefits: 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.

About Us: 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. We're a strong and stable company with over 55,000 employees across 170 countries. As part of our team, you'll have the support you need to succeed in the insurance industry.

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 them 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.