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
Job Description
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 environment, 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.
#J-18808-Ljbffr