Customer Care Specialist - Property

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

Job summary

An established industry player is seeking a dedicated complaint handler to join their dynamic team. In this role, you will address customer complaints related to property insurance, ensuring fair and timely resolutions. The company values creativity and initiative, providing a supportive environment where your contributions can make a real impact. With a strong commitment to diversity and inclusion, this organization fosters a culture where everyone feels welcome. If you thrive in fast-paced settings and are passionate about helping others, this opportunity could be the perfect fit for you.

Benefits

12% defined non-contributory pension scheme

Annual company bonus

Private medical insurance

25 days holiday plus bank holidays

Option to buy/sell holiday days

Three days paid volunteering

Up to 16 weeks' full pay for maternity leave

Access to virtual GP appointments

Discounted gym membership

Free flu jab

Qualifications

• Experience in handling customer complaints, especially in property insurance.
• Strong communication skills and attention to detail.

Responsibilities

• Manage a caseload of customer complaints, providing fair and impartial solutions.
• Engage with multiple departments and stakeholders to resolve issues.

Skills

Complaint Handling

Communication Skills

Attention to Detail

Insurance Guidelines Knowledge

Analytical Skills

Teamwork

Negotiation Skills

Education

Professional Development (e.g. CII)

Job description

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

Hours: 35 (Monday to Friday between 9am and 5pm)- This role is available on a part-time, job-share and full-time basis

Salary: Up to £28,000 depending on experience

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.

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 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.

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 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 also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

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

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. We were the first insurer to sign the ‘UN Business Ambition for 1.5˚C’ pledge.
• Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.