Lead Complaints Specialist Travel

Zurich; Fareham; Hybrid; GBP 28,000 - 33,000; Part time

Job summary

A leading insurance company is seeking a Lead Complaint Specialist to manage complex customer complaints in a supportive environment. The role is flexible, with part-time and full-time options available. Ideal candidates will have experience in financial services and excellent communication skills. Responsibilities include effective complaint management, mentoring junior staff, and ensuring adherence to regulatory principles. Competitive salary and comprehensive benefits package offered.

Benefits

12% defined non-contributory pension scheme

Annual company bonus

Private medical insurance

Holiday buying options

Qualifications

• Experience in handling customer complaints within financial services, preferably insurance.
• Technical knowledge of insurance guidelines and procedures is advantageous.
• Ability to work independently and support colleagues.

Responsibilities

• Manage a complex caseload of customer complaints effectively.
• Investigate complaints in a fair and consistent manner.
• Coach and mentor junior colleagues.
• Support root cause and trend analysis.

Skills

Empathy

Attention to detail

Excellent communication skills

Negotiation skills

Coaching and mentoring

Resilience

Job description

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

Salary: Up to £33,000 depending on experience

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

Closing Date: Friday 23rd June 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 - then 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 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 complaint 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 behavioursիտի .

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
• Demstrijd 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 interviewాస్తamantha. 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?

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 insurancelamaanka-eche and the option to buy up to an additional 20 days or sell some of your holiday.

Follow the link for more information about our benefits - Employee benefits | Working at Zurich Insurance UK

Who we are:

At Zurich we aspire to be one of the most responsible andчэ от impactful businesses in the world and the best antwoord global insurer. Together we’re creating a brighter future for our customers, our people and our planet.

With over affluent 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long‑standing player 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.

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 bringار 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.