Complaints Specialist: Property

Zurich 56 Company Ltd; Glasgow; Hybrid; GBP 23,000 - 28,000; Part time

Job summary

A leading insurance provider is seeking a complaint handler in Glasgow (hybrid role) to manage customer complaints and provide fair solutions. The ideal candidate will have experience in property insurance claims and strong communication skills. This position offers flexible working hours, a competitive salary up to £28,000, and various employee benefits including a pension scheme and private medical insurance.

Benefits

12% defined non-contributory pension scheme

Annual company bonus

Private medical insurance

Flexible holiday options

Qualifications

• Experience dealing with complaints from customers, specifically in property insurance claims.
• Great communication skills and attention to detail.
• Ability to work independently or as part of a team.

Responsibilities

• Handle customer complaints and assess each case.
• Communicate effectively and fairly with customers.
• Manage a caseload of complaints and identify trends.

Skills

Customer complaint handling

Empathetic communication

Analytical decision-making

Attention to detail

Team collaboration

Job description

Overview

Location: Glasgow or Fareham (Hybrid working, minimum 50% office based).

Working hours: 35 hours per week (Monday to Friday between 9am and 5pm). This role is available on a part-time, job-share or full-time basis.

Salary: Up to £28,000 depending on experience

Closing date for applications: 19 September 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.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because 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.

We’re looking for someone who can:

• Understand our customers and their challenges and respond empathetically.
• Look into complaints in a fair, consistent, and effective way, engaging with the 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 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.

Your skills and experience:

• You have experience dealing with complaints from customers, specifically in property insurance claims or complaints.
• You're great at communicating.
• You're precise and have great attention to detail.
• You know your way around insurance guidelines and procedures.
• You can work independently or as part of a team.
• May be working towards professional development (e.g. CII).
• You have experience of sending final written responses.
• This is a telephone-based role. You are comfortable with taking calls.

Remote/work-from-home note: When working from home, ideally the area needs to be safe, private with minimal distraction. A solid internet connection is required.

What will you get in return?

Zurich offers a wide range of employee benefits so our people can choose what fits their life. Our benefits provide real flexibility to tailor your options throughout the year, including:

• 12% defined non-contributory pension scheme
• Annual company bonus
• Private medical insurance
• Option to buy up to an additional 20 days or sell some of your holiday

Time away

• 25 days holiday a year plus bank holidays
• Option to swap UK bank holidays for days off that have cultural or religious significance
• 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 jabs
• Access to wellbeing support

We’re making a difference

• Zurich aims to create a brighter, more sustainable future; we were the first insurer to sign the UN Business Ambition for 1.5°C pledge.
• Zurich Community Trust has awarded grants and volunteered time valued at over £90 million in the UK.

Our culture

Zurich values diversity and inclusion. We’re committed to treating all applicants fairly and with respect, regardless of background, beliefs, or protected characteristics. We provide a supportive environment focused on wellbeing, training, and development, and we encourage volunteering and community involvement.