Lead Complaints Specialist: Property

Zurich; Glasgow; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

A leading insurance company in Scotland is seeking a Lead Complaints Specialist to manage customer complaints, coach other specialists, and ensure fair resolutions. Ideal candidates will have experience in financial services, excellent communication skills, and a detailed understanding of insurance guidelines. The role offers a hybrid working model and various employee benefits, including a pension scheme and medical insurance.

Benefits

12% pension scheme

Annual company bonus

Private medical insurance

Qualifications

• Experience in handling customer complaints within financial services, preferably insurance.
• Excellent communication skills are essential.
• Strong attention to detail is required.

Responsibilities

• Manage a complex caseload of customer complaints.
• Liaise with multiple functions to ensure fair outcomes.
• Coach and mentor other specialists.

Skills

Customer empathy

Complaint investigation

Analytical skills

Communication

Coaching and mentoring

Education

Experience in financial services

Technical knowledge of insurance guidelines

Job description

Overview

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

Working hours: 35 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 £33,000 depending on experience

Closing date for applications: 19 September 2025

We are looking for people who put the customer at the heart of everything they do, when dealing with complaints in a range of insurance products such as motor, property and travel insurance. If you’re interested in working in a dynamic and challenging environment for a company that recognises and rewards creativity, initiatives and contributions, Zurich could be just the place for you.

The opportunity

At Zurich we understand that things will occasionally go wrong. We also recognise that when this happens, it is our opportunity to not only put this right but to learn from it and make a difference in the future.

The ideal candidate will have previous experience in handling property complaints within the financial services industry, ideally insurance. We are therefore looking for experienced complaints handlers to join us helping customers when they need us most by professionally assessing their complaint and reaching fair decisions promptly.

As a Lead Complaints Specialist, you will be expected to effectively manage a complex caseload of customer complaints while liaising between our multiple functions, suppliers and our customers to understand a full view of their end-to-end journey to reach an impartial, fair and reasonable outcome for all parties.

In addition, you will coach and mentor other specialists to support their development whilst acting as an escalation point for the team and always displaying role model behaviours.

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.

What will you be doing

If you’re as passionate about delivering an outstanding service to our customers as we are and want to work in a supportive team and develop a long-term career then we want to hear from you.

The ideal candidate will be able to:

• Always demonstrate empathy towards our customers, whilst understanding the context of their challenges.
• Investigate all complaints in a fair, consistent and effective way, engaging with a wide range of stakeholders as appropriate.
• Identify and analyse key information to support decisions.
• Deliver consistent, professional, prompt, and fair responses and communicate in a highly effective manner.
• Ensure all regulatory principles are adhered to.
• Manage complex complaints caseload while supporting the development of more junior peers.
• Support root cause and trend analysis.
• Support our culture of continuous improvement within the team and wider business.
• Utilise assertiveness, influencing and negotiating skills.
• Be a great team player, demonstrating role model behaviours.
• Demonstrate resilience and a positive can-do attitude whilst always acting with integrity.

What are we looking for?

• Experience in handling customer complaints within financial services, preferably insurance.
• Excellent communication skills.
• Strong attention to detail.
• Technical knowledge of insurance guidelines and procedures advantageous.
• Ability to work independently and support your colleagues.
• Coaching and mentoring peers.
• Progressing towards professional development (e.g. CII).

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

What will you get in return?

Zurich offers a wide range of employee benefits so our people can choose what fits them and their life. 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.

For more information about benefits, please refer to Zurich’s employee benefits page.

Who we are

Zurich aspires to be a responsible, impactful business and the best global insurer. We’re a long-standing player in the insurance industry with over 55,000 employees in more than 170 countries.

We focus on sustainable impact, wellbeing, and developing skills for the future, while supporting volunteering and community activity through the Zurich Community Trust.

Our culture

We value diversity and inclusion and are committed to treating all applicants fairly and with respect. We provide an environment that supports wellbeing and offer training and development opportunities. We encourage employees to bring their whole selves to work.