At a Glance
- Tasks: Handle customer complaints and provide fair solutions in a fast-paced environment.
- Company: Join Zurich, a company that values creativity and initiative.
- Benefits: Enjoy flexible working options, competitive salary, and a comprehensive benefits package.
- Other info: Opportunities for professional development and a supportive, inclusive workplace.
- Why this job: Make a real difference by helping customers when they need it most.
- Qualifications: Experience in handling complaints, excellent communication skills, and attention to detail.
The predicted salary is between 21000 - 28000 € per year.
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: 29th May 2026
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 or property 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. Many of our employees work flexibly in a variety of ways, including part-time, flexible hours, job share, working from home or compressed hours. Please discuss flexibility at interview.
Key Responsibilities:
- Understand customers and their challenges and respond empathetically.
- Look into complaints fairly, consistently, and effectively, engaging with 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 the company.
- Use assertiveness, influencing and negotiating skills.
- Work well with everyone and set a good example.
- Always act with integrity, be resilient and have a positive attitude.
Skills and Experience:
- Experience dealing with complaints from customers, specifically in travel or property insurance claims or complaints.
- Excellent communication skills.
- Precise and attentive to detail.
- Knowledge of insurance guidelines and procedures.
- May be working towards professional development (e.g. CII).
- Experience sending final written responses.
- Comfortable with telephone calls: this is a telephone-based role.
When working from home, the area needs to be safe, private with minimal distraction, and a solid internet connection is required.
As an inclusive employer, we want all candidates to feel comfortable and 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:
Our benefits provide real flexibility so employees can make considered choices and tailor their benefits throughout the year. Benefits include a 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.
Complaints Specialist in Fareham employer: Zurich
Zurich is an exceptional employer that prioritises employee well-being and professional growth, offering a flexible work culture that accommodates various working arrangements, including part-time and hybrid options. With a strong focus on integrity and collaboration, employees are empowered to make meaningful contributions while enjoying comprehensive benefits such as a generous pension scheme, private medical insurance, and opportunities for personal development. Located in vibrant Glasgow or Fareham, Zurich fosters an inclusive environment where every team member can thrive and make a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Specialist in Fareham
✨Tip Number 1
Get to know the company before your interview! Research Zurich's values and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling complaints, being able to articulate your thoughts clearly and empathetically is key. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving skills.
✨Tip Number 4
Don’t forget to ask questions during your interview! This shows your interest and helps you understand if Zurich is the right fit for you. Plus, it’s a great way to demonstrate your analytical skills by engaging with the interviewers.
We think you need these skills to ace Complaints Specialist in Fareham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Specialist role. Highlight your experience in handling complaints, especially in travel or property insurance, and show us how you can empathise with customers.
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your excellent communication skills in your written application. Use clear and concise language, and don’t forget to proofread for any errors!
Highlight Your Problem-Solving Abilities:We want to see how you approach challenges. Include examples of how you've effectively resolved complaints in the past, showcasing your ability to analyse information and make fair decisions quickly.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Zurich
✨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 regulations and procedures so you can speak confidently about how you would approach various scenarios.
✨Empathy is Key
As a Complaints Specialist, you'll need to show that you can empathise with customers. Prepare examples from your past experiences where you've successfully handled complaints, demonstrating your ability to listen and respond effectively to customer concerns.
✨Showcase Your Decision-Making Skills
Be ready to discuss how you analyse information and make fair decisions quickly. Think of specific instances where you had to assess a situation and come up with a solution that worked for everyone involved. This will highlight your critical thinking abilities.
✨Ask About Flexibility
Since the role offers flexible working options, don’t hesitate to ask about this during the interview. It shows you're interested in finding a work-life balance that suits you, and it also gives you a chance to discuss how you can contribute effectively in a hybrid environment.
