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, a competitive salary, and a generous pension scheme.
- 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 28000 - 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 Hampshire employer: Zurich
Zurich is an exceptional employer that prioritises employee well-being and professional growth, offering a flexible work environment in Glasgow or Fareham. With a strong focus on creativity and initiative, employees benefit from a comprehensive package including a generous pension scheme, private medical insurance, and the opportunity to tailor their holiday entitlements. Join a team that values integrity and resilience while making a meaningful impact in the insurance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Specialist in Hampshire
✨Tip Number 1
Get to know the company before your interview! Research Zurich's values and recent news. This way, you can show how your skills align with their mission and demonstrate that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling complaints, think about how you'd respond to different scenarios. Role-playing with a friend can help you feel more confident and articulate during the actual interview.
✨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 answers. This will help you showcase your problem-solving skills effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team at Zurich. Good luck!
We think you need these skills to ace Complaints Specialist in Hampshire
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 application. Use clear and concise language, and maybe even share an example of how you've effectively resolved a complaint in the past.
Be Detail-Oriented:Pay attention to the details in your application. We love candidates who are precise and attentive, so make sure there are no typos or errors. This shows us that you take pride in your work and understand the importance of accuracy.
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll find all the information you need about the role and our company culture there. Plus, we want to see your application come through directly!
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 guidelines and procedures so you can speak confidently about your experience and how it relates to the role.
✨Empathy is Key
Since you'll be dealing with customers who are likely frustrated, practice showing empathy during your responses. Think of examples where you've successfully handled complaints and how you made the customer feel heard and valued.
✨Be Ready to Analyse
Prepare to discuss how you approach analysing information to make fair decisions. Have a couple of scenarios in mind where you had to assess a complaint and what steps you took to resolve it effectively.
✨Show Your Communication Skills
As this role involves a lot of communication, be ready to demonstrate your excellent communication skills. Practice articulating your thoughts clearly and concisely, and think about how you can showcase your ability to engage with different stakeholders during the interview.
