Overview
As a Lead Complaints Specialist, you will be expected to effectively manage a complex caseload of customer complaints while liaising between our multiple functions, suppliers, and our customers to understand a full view of their end-to-end journey to reach an impartial, fair, and reasonable outcome for all parties. You will coach and mentor other specialists to support their development whilst acting as an escalation point for the team and always displaying role model behaviours. Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people arenit available full-time. Please talk to us at interview about the flexibility you may need. Working hours: 35 (Monday to Friday between 9am and 5pm). This role is available on a part-time, job-share and full-time basis.
Responsibilities
* Always demonstrate empathy towards our customers, whilst understanding the context of their challenges.
* Investigate all complaints in a fair, consistent and effective way, engaging with a wide range of stakeholders as appropriate.
* Identify and analyse key information to support decisions.
* Deliver consistent, professional, prompt, and fair responses and communicate in a highly effective manner.
* Ensure all regulatory principles are adhered to.
* Manage complex complaints caseload while supporting the development of more junior peers.
* Support root cause and trend analysis.
* Support our culture of continuous improvement within the team and wider business.
* Utilise assertiveness, influencing and negotiating skills.
* Be a great team player, demonstrating role model behaviours.
* Demonstrate resilience and a positive can-do attitude whilst always acting with integrity.
Qualifications
* The ideal candidate will have previous experience in handling property complaints within the financial services industry, ideally insurance. We are therefore looking for experienced complaints handlers to join us helping customers when they need us most, by professionally assessing their complaint and reaching fair decisions promptly.
* Experience in handling customer complaints within financial services, preferably insurance.
* Excellent communication skills.
* Strong attention to detail.
* Technical knowledge of insurance guidelines and procedures advantageous.
* Ability to work independently and support your colleagues.
* Coaching and mentoring peers.
* Progressing towards professional development (e.g. CII).
Benefits
* Working hours: 35 per week; 12% defined non-contributory pension scheme.
* Annual company bonus.
* Income Protection.
* Life cover - four times your salary.
* 25 days holiday a year plus bank holidays, with option to swap UK bank holidays for days of cultural or religious significance, and the 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.
* Access to Private medical insurance.
* Virtual GP appointments.
* Discounted gym membership.
* Free flu jab.
* Access to a wealth of support from our wellbeing partners.
* Zurich Community Trust – charitable arm with grants and volunteering valued at over A390 million.
About Zurich
Zurich is a global insurer committed to building a diverse, inclusive workplace with a strong focus on wellbeing, development and making a difference for customers and employees alike. We offer a wide range of employee benefits to provide real flexibility and support for our people.
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