Complaints Handler (12-Month FTC)
Working Hours: This role is available on a part-time, job-share or full-time basis. Full-time hours are 37.5 per week. This is a 12-month maternity cover position.
Salary: Starting salary up to £30,000 depending on experience
Closing Date: 14th February 2025
The opportunity:
Our ambition is to be the best retail protection provider in the UK, delivering an outstanding service to customers and advisers and providing a fantastic place to work. We recognise that things will occasionally go wrong, and when it does, we want to do everything to put it right and to learn from it.
We now have an amazing opportunity to join our customer care team as a complaints handler. You will be responsible for effectively managing customer complaints and inquiries to ensure prompt resolution, delivering fair outcomes that maximise customer satisfaction.
What will you be doing?
1. Receive and respond to complaints by phone and email
2. Listen attentively to customers, understand and empathise with their concerns and gather all information to understand the nature of the complaint
3. Investigate thoroughly, engaging with internal teams, identifying root causes and identifying appropriate solutions
4. Communicate with customers in a professional and courteous manner, providing regular updates on the status of their complaint and proposed resolutions
5. Proactively identify trends or recurring issues and recommend process improvements
Who are we looking for?
1. Strong previous experience in customer service
2. Experience of handling complaints preferable, ideally in a regulated environment
3. Exceptional communication and people skills
4. Strong critical thinking skills and attention to detail
5. Ability to remain calm and professional under pressure
6. Proficient in Microsoft Office and experience of complaint management systems is advantageous
Who we are:
At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet.
If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.
Our Culture:
At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture.
We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.
The financials
1. 12% defined non-contributory pension scheme.
2. Annual company bonus.
3. Income Protection.
4. Life cover - four times your salary.
Time away
1. 25 days holiday a year plus bank holidays.
2. You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
3. The option to buy up to an additional 20 days or sell some of your holiday.
4. Three days paid volunteering.
5. Up to 16 weeks' full pay for maternity, paternity and adoption leave.
Your health is important to us
1. Access to Private medical insurance.
2. Virtual GP appointments.
3. Discounted gym membership.
4. Free flu jab.
5. Access to a wealth of support from our wellbeing partners.
We're making a difference
1. Creating a brighter, more sustainable future underpins all that we do here in Zurich.
2. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
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