At a Glance
- Tasks: Help customers resolve complaints and make fair decisions quickly.
- Company: Join a supportive team in a hybrid work environment.
- Benefits: Up to £28,000 salary, bonus, private medical insurance, and flexible holiday options.
- Other info: Flexible working hours with opportunities for professional development.
- Why this job: Make a real difference by helping customers when they need it most.
- Qualifications: Experience in handling customer complaints and excellent communication skills.
The predicted salary is between 28000 - 28000 £ per year.
Location: Glasgow or Fareham – hybrid, minimum 50% office based.
Salary: Up to £28,000 depending on experience, plus benefits.
Hours: 35 hours per week (Monday‑Friday, 9am‑5pm). The role is available full‑time, part‑time, or job‑share.
Closing date: 10th July 2026.
The Opportunity
We’re looking for a complaints specialist to join our team and help customers when they need us the most. The role involves handling complaints for property insurance products, assessing each complaint and making fair decisions quickly. You will manage a caseload of customer complaints and work with multiple departments, suppliers and customers to find resolutions.
Key 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 information to make good decisions.
- Respond quickly, professionally, and fairly, and communicate effectively.
- Follow all regulatory rules.
- Manage a complaints caseload.
- Help identify 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, be resilient and have a positive attitude.
Skills and Experience
- Experience dealing with complaints from customers, for property insurance claims or complaints.
- Excellent communication skills.
- Precise with great attention to detail.
- Knowledge of insurance guidelines and procedures.
- May be working toward professional development (e.g., CII).
- Experience of sending final written responses.
- This is a telephone‑based role – you are comfortable taking calls.
Work Environment
This is a telephone‑based role. When working from home, you should have a safe, private area with minimal distractions and a solid internet connection.
Benefits
Benefits include a 12% defined non‑contributory pension scheme, an annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday, alongside other flexible benefits.
Customer Complaints Specialist - Fixed Term Contract in Fareham employer: Zurich
Join our dynamic team as a Customer Complaints Specialist in Glasgow or Fareham, where we prioritise employee well-being and professional growth. With a supportive work culture that values integrity and resilience, you will benefit from a competitive salary, a generous pension scheme, and flexible working options, all while making a meaningful impact on customer experiences. Our commitment to your development ensures that you can thrive in your role and advance your career within the company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Specialist - Fixed Term Contract in Fareham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zurich. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zurich before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Specialist - Fixed Term Contract in Fareham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zurich:Your cover letter is your chance to shine! Tell us why you want to work at Zurich specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zurich!
How to prepare for a job interview at Zurich
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
