Property Complaints Specialist
Location: Glasgow or Fareham, (Hybrid working, minimum 50% office based)
Hours: 35 (Monday to Friday between 9am and 5pm)
Salary: Up to £28,000 depending on experience
Closing Date: Friday 14th February 2025
The opportunity: 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 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.
We’re looking for someone who can:
1. Understand our customers and their challenges and respond empathetically.
2. Look into complaints in a fair, consistent, and effective way, engaging with the relevant people.
3. Analyse info to make good decisions.
4. Respond quickly, professionally, and fairly, and communicate effectively.
5. Follow all regulatory rules.
6. Manage a complaints caseload.
7. Help identify the causes of complaints and trends.
8. Help improve the team and company.
9. Use assertiveness, influencing and negotiating skills.
10. Work well with everyone and set a good example.
11. Always act with integrity, is resilient and has a positive attitude.
Your skills and experience:
1. You have experience dealing with complaints from customers, specifically in property insurance claims or complaints.
2. You're great at communicating.
3. You're precise and have great attention to detail.
4. You know your way around insurance guidelines and procedures.
5. You can work independently or as part of a team.
6. May be working towards professional development (e.g. CII).
7. You have experience of sending final written responses.
8. This is a telephone-based role. You are comfortable with taking calls.
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.
We're a strong and stable company with over 55,000 employees across 170 countries. As part of our team, you'll have the support you need to succeed in the insurance industry.
We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.
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’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support.
We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.
So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.
The financials:
* 12% defined non-contributory pension scheme.
* Annual company bonus.
* Income Protection.
* Life cover - four times your salary.
Time away:
* 25 days holiday a year plus bank holidays.
* You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
* 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.
Your health is important to us:
* Access to Private medical insurance.
* Virtual GP appointments.
* Discounted gym membership.
* Free flu jab.
* Access to a wealth of support from our wellbeing partners.
We're making a difference:
* Creating a brighter, more sustainable future underpins all that we do here in Zurich.
* 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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