Complaints Specialist
Location: Glasgow or Fareham (Hybrid working, minimum 50% office based)
Hours: 35 (Monday to Friday, 9am – 5pm). This role is available on a part‑time, job‑share and full‑time basis.
Salary: Up to £28,000 depending on experience.
Opportunity ends 29th May 2026.
Responsibilities
* Understand customers and respond empathetically.
* Investigate complaints fairly, consistently and effectively, engaging 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 company.
* Use assertiveness, influencing and negotiating skills.
* Work well with everyone and set a good example.
* Act with integrity, be resilient and maintain a positive attitude.
Skills and experience
* Experience handling complaints from customers, specifically in travel or property insurance claims or complaints.
* Precise and great attention to detail.
* Knowledge of insurance guidelines and procedures.
* Possibly working toward professional development (e.g., CII).
* Experience of sending final written responses.
* Comfortable with telephone‑based work and taking calls.
When working from home, a safe, private environment with minimal distraction and a solid internet connection is required.
Benefits
* 12% defined non‑contributory pension scheme.
* Annual company bonus.
* Income protection.
* Life cover – four times your salary.
* Private medical insurance.
* Virtual GP appointments.
* Discounted gym membership.
* Free flu jab.
* Access to a wealth of support from wellbeing partners.
Time off
* 28 days holiday a year plus bank holidays.
* Option to swap UK bank holidays for days off that have cultural or religious significance.
* Option to buy up to an additional 20 days or sell some of your holiday.
* Three days paid volunteering.
* Up to 16 weeks full pay for maternity, paternity and adoption leave.
We value diversity and inclusion
Zurich is an inclusive employer and encourages candidates to let us know of any reasonable adjustments or practical support needed.
#J-18808-Ljbffr