Customer Complaints Handler (Travel)
At Zurich we believe in creating a brighter future for our customers, partners, our people and the planet by providing products and services which have a positive impact on peoples lives. We want to be one of the most responsible businesses in the world.
In the UK, Zurich provide a suite of general insurance products covering business, casualty, motor, property and travel insurance, life insurance and pensions products to individuals and corporate customers. We employ over 4,500 people in the UK and are based across a number of locations with our head office being in Swindon.
AMS is a global workforce solutions partner committed to creating inclusive, dynamic, and future-ready workplaces. We help organisations adapt, grow, and thrive in an ever-evolving world by building, shaping, and optimising diverse talent strategies.
We partner with Zurich to support their contingent recruitment processes. Acting as an extension of their recruitment teams, we connect them with skilled interim and temporary professionals, fostering workplaces where everyone can contribute and succeed.
On behalf of Zurich, AMS are looking for an Customer Complaints Handler (Travel) for a 6 month contract based in Fareham or Glasgow (hybrid arrangement with remote working available).
Job description - the role
Purpose of the role:
To manage, investigate, and resolve customer complaints related to travel experiences, ensuring timely, empathetic, and effective communication that upholds the company's reputation and complies with regulatory standards, including FCA guidelines.
Key Responsibilities:
* Handle a portfolio of General Insurance (GI) travel complaints, ensuring each case is managed thoroughly and professionally.
* Acknowledge and manage complaints in line with Financial Conduct Authority (FCA) regulations.
* Engage directly with customers via inbound and outbound calls, email, and written correspondence.
* Investigate complaints related to flight disruptions, accommodation issues, insurance claims, booking errors, and service failures.
* Liaise with internal departments and external parties (e.g., suppliers, insurers, service providers) to gather information and reach fair conclusions.
* Ensure all complaints are handled within regulatory and internal timelines, maintaining compliance and customer trust.
* Maintain accurate records of complaints and resolutions in CRM systems.
* Identify recurring issues and escalate trends to management for service improvement.
* Support legal or regulatory investigations when required.
Skills & Competencies:
* Strong customer service skills and a commitment to resolving issues fairly.
* Insurance complaints handling experience (essential)
* Travel insurance experience (desirable)
* Proven experience in customer service, complaints handling, or travel operations.
* Knowledge of FCA complaint handling rules and insurance-related travel claims.
* Familiarity with travel industry standards and consumer rights.
* Strong written and verbal communication skills.
* High emotional intelligence and empathy.
* Strong problem-solving and negotiation abilities.
* Ability to remain calm under pressure.
* Attention to detail and accuracy.
* Professional tone and tact in difficult conversations.
* Excellent time management and ability to handle high volumes.
* Confidence in handling phone-based customer interactions.
Next steps
This client will only accept workers operating via an Umbrella or PAYE engagement model.
If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course.
At Zurich, we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that. Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.
With the above in mind, we accept applications from everyone regardless of your background, beliefs or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.
AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.
Job Reference: ZU0100904