Complaints Handler (12-Month FTC)

Zurich 56 Company Ltd; Swindon; Hybrid; GBP 25,000 - 30,000; Part time

Job summary

An established industry player is seeking a dedicated complaints handler to join their customer care team. This role offers the chance to make a real impact by ensuring customer satisfaction through effective complaint management. With flexible working options and a commitment to employee wellbeing, this company provides a supportive environment where your contributions are valued. You will engage with customers, investigate their concerns, and recommend process improvements, all while being part of a diverse and inclusive culture. If you thrive in dynamic settings and are passionate about delivering exceptional service, this opportunity is for you.

Benefits

12% Non-Contributory Pension Scheme

Annual Company Bonus

Private Medical Insurance

Flexible Holiday Options

Qualifications

• Strong previous experience in customer service is essential.
• Experience in handling complaints in a regulated environment is preferred.

Responsibilities

• Manage customer complaints via phone and email.
• Investigate complaints thoroughly and provide solutions.
• Communicate updates to customers professionally.

Skills

Customer Service Experience

Complaint Handling

Communication Skills

Critical Thinking

Attention to Detail

Microsoft Office Proficiency

Tools

Complaint Management Systems

Job description

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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: 15th May 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.

Many of our employees work flexibly in a variety of ways, including part-time, flexible hours, job share, and hybrid working. We want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

• Receive and respond to complaints by phone and email
• Listen attentively to customers, understand and empathise with their concerns, and gather all information to understand the nature of the complaint
• Investigate thoroughly, engaging with internal teams, identifying root causes, and identifying appropriate solutions
• Communicate with customers professionally and courteously, providing regular updates on the status of their complaint and proposed resolutions
• Proactively identify trends or recurring issues and recommend process improvements

Who are we looking for?

• Strong previous experience in customer service
• Experience of handling complaints preferable, ideally in a regulated environment
• Exceptional communication and people skills
• Strong critical thinking skills and attention to detail
• Ability to remain calm and professional under pressure
• Proficient in Microsoft Office and experience of complaint management systems is advantageous

What will you get in return?

Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our 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.

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. With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company with a long-standing presence in the insurance industry.

We’ve made a promise to each other and every employee: to focus on sustainable impact, care about each other’s wellbeing, use our diverse expertise to be curious and optimistic, and develop the skills needed for our future.

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, which we’ve won numerous awards for. 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 want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability, or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing—from physical, mental, social, to financial perspectives. We work with wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, offering access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by volunteering, charitable, and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. Over the years, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.