Job Type: Permanent - Full Time
Location: Uxbridge, Middlesex, United Kingdom
Job Category: Call Centre and Customer Service
Job Description
At Zurich Cover-More, we protect travellers worldwide with proactive care and personalised coverage. This role is part of our Cover-More Europe team, delivering insurance solutions across travel, car hire, specialty and pet sectors in the United Kingdom and Ireland.
Responsibilities
* Resolve complaints and disputes arising from customers.
* Investigate complaints and disputes.
* Manage Ombudsman file requests.
* Provide insights on complaints data to mitigate future complaints and improve customer experience.
* Identify opportunities for continuous improvement in complaints handling and related customer experience.
* Report and communicate on the above points internally and, where required, externally.
* Support external third‑party administrator audits.
Qualifications
* Minimum 3 years’ experience handling complaints for a financial service provider, with preference for experience in the insurance sector.
* Fluency in English and either German or Dutch.
* Experience gathering and preparing file requests for the relevant Ombudsman.
* Knowledge of a range of general insurance products.
* Experience managing complaints across multiple jurisdictions.
* Professional phone manner.
* Excellent written communication skills and ability to draft complaint correspondence.
Benefits
* Hybrid work model: 3 days in office and 2 days working from home after initial training.
* Career growth opportunities and comprehensive onboarding and professional development program.
* Regular annual and personal leave, anniversary leave, volunteer leave, and a paid parental leave scheme.
* Competitive health insurance package including mental health coverage, Employee Assistance Program, and pension scheme with employer contributions.
* Diversity and inclusion values that welcome all employees.
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