Complaints Handler - German Speaker

Cover-More Group; Blanchardstown; Hybrid; EUR 37,000 - 44,000; Full time

Benefits offered by this job

Health insurance

Employee Assistance Program (EAP)

Pension scheme

Job summary

Zurich Cover-More is seeking a Complaints Handler in Ireland to deliver fair, timely, customer-focused resolution. You will investigate concerns, identify root causes, and ensure compliant outcomes within a multinational insurance framework.

The role requires German fluency, APA qualification (Ireland only), and experience in handling complaints and Ombudsman cases across General Insurance products. Hybrid work with office/home balance after training.

Qualifications

• Fluency in German, both written and spoken.
• APA qualification confirmed (Ireland only).
• Previous experience handling customer complaints and dispute resolution.
• Experience preparing and managing Ombudsman file requests and investigations.
• Strong knowledge of General Insurance products.
• Strong investigative and analytical skills with ability to review information and make balanced decisions.
• Professional and confident telephone manner.

Responsibilities

• Investigating and resolving customer complaints and disputes in a professional and timely manner.
• Managing end-to-end complaint cases across multiple products and jurisdictions.
• Producing high-quality complaint correspondence and customer communications.
• Providing insights on complaints data to mitigate future complaints and improve the customer experience.
• Analysing complaints data and identifying trends to help reduce future complaints and improve the customer experience.
• Contributing to the ongoing development of complaints handling processes, procedures and customer experience improvements.
• Supporting third-party administrator audits and ensuring compliance with internal and regulatory requirements.

Skills

German fluency

General Insurance knowledge

Complaint handling

Investigation & analysis

Phone etiquette

Education

APA qualification (Ireland only)

Job description

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands - think major airlines, travel giants, top banks, credit card providers, and large retailers - to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Cover-More Europe

This role is part of our Cover-More Europe team. Cover-More Europe provides insurance solutions through a number of different customer-facing brands across travel, car hire, specialty, and pet sectors in the United Kingdom, Ireland and the rest of Europe. For more than twenty years, we have been delivering insurance policies through our distribution partnerships. We know what is important to our partners, and we deliver simple and seamless customer experiences based on our genuine commitment to protection and care.

What you’ll be doing:

As a Complaints Handler, you'll play a key role in delivering fair, timely and customer-focused complaint resolution. Working within our Complaints team, you'll investigate customer concerns, identify root causes and ensure positive outcomes while maintaining regulatory compliance.

• Investigating and resolving customer complaints and disputes in a professional and timely manner.
• Managing end-to-end complaint cases across multiple products and jurisdictions.
• Producing high-quality complaint correspondence and customer communications.
• Providing insights on complaints data to mitigate future complaints and improve the customer experience
• Analysing complaints data and identifying trends to help reduce future complaints and improve the customer experience.
• Contributing to the ongoing development of complaints handling processes, procedures and customer experience improvements.
• Supporting third-party administrator audits and ensuring compliance with internal and regulatory requirements.

What skills and experience you’ll bring on this journey:

• Fluency in German, both written and spoken.
• You’ll be APA qualified (Ireland only)
• Previous experience handling customer complaints and dispute resolution.
• Experience preparing and managing Ombudsman file requests and investigations.
• Strong knowledge of General Insurance products.
• Strong investigative and analytical skills, with the ability to review information, identify key facts and make balanced decisions.
• A professional and confident telephone manner.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home after an initial training period.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We believe your career should take you places - literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!

Investing in your health and your future. We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions - helping you build a secure and healthy future.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you - because that’s exactly who we’re looking for.

Cover-More Services Limited is regulated by the Central Bank of Ireland and authorised by the Financial Conduct Authority for UK Business.

At Zurich Cover-More, compensation for roles is influenced by a variety of factors, including but not limited to office location, role, skill set, and level of experience. We are committed to providing a fair and reasonable compensation range for each role andadditionalrewards may include short-term incentive bonuses and increases based on merit. If your salary expectations are not in line with the proposed salary published for this role, you are still encouragedto apply. We will consider applications from talented individuals with the relevant experience, skills,educationand attitude on a case-based basis.

The compensation shown reflects a national market range and the proposed salary range for this position is €37,192 - €43,755 with short-term incentive bonus eligibility of5%.