Lead Complaints Specialist (Part-Time, Job-Share and Full-Time)

Zurich

  • Fareham, Hampshire Glasgow
  • £33,000 per year
  • Permanent
  • Full-time
  • 15 days ago
Location: Glasgow or Fareham, (Hybrid working, minimum 50% office based)Hours: 35 (Monday to Friday between 9am and 5pm)Salary: Up to £33,000 depending on experienceClosing Date: Friday 31st May 2024The opportunity:We're looking for a Lead Complaints Specialist to join our Customer Care Team. The team play a key role in supporting our customers when they're not happy with our service. You'll need to investigate and understand the issues they're facing, and work with them to find a fair solution quickly.If you're customer focussed, energetic and passionate about making things better for both customers and our business and you can get people excited about it, this is the job for you.As a senior specialist in an important part of our business, it'll be your job to manage a complex caseload of customer complaints. You'll have to work with lots of different people - both inside and outside our company 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.You'll also be responsible for coaching and mentoring other specialists to help them grow and be the go-to person for the team when they need help. It's important you set a good example for the team to follow.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.
  • Collaborate with different departments to get accurate information and make fair decisions in line with FOS guidance.
  • Proactively manage their workload and customer expectations while following FCA and FOS guidelines.
  • Respond quickly, professionally, and fairly, and communicate effectively.
  • Deliver consistent, effective, professional, prompt, and fair responses.
  • Make decisions within your level of authority and ask for advice if you need it.
  • Respond appropriately to FOS requests for files and support their assessment of relevant complaints.
  • Accurately record data for root cause analysis.
  • Promote and drive a culture of continuous improvement within the team and the business.
  • Demonstrate a positive attitude, always acting with integrity.
  • Achieve customer outcomes by seeing the bigger picture.
  • Analyse key facts and make sound decisions.
  • Use assertiveness, influence, and negotiation skills.
  • Manage complex complaints while supporting the development of junior specialists.
  • Identify trends in performance and drive improvements within the business.
  • Be the go to person for specialists when things get complicated.
  • Provide coaching and mentoring to Improvement Specialists on complex cases.
  • Lead by example and show others how it's done.
Your skills and experience:
  • You've worked in customer-focused and regulated insurance environments before.
  • You've got technical knowledge of insurance procedures and guidelines.
  • You have excellent communication skills (both written and verbal).
  • You're an expert with Microsoft Office (e.g. Word, Excel).
  • You've got experience dealing with difficult situations and always remain positive.
  • You can work independently and support others when needed.
  • You're working towards professional development (e.g. CII).
  • You're passionate about coaching and mentoring.
Who we areAt Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people and our planet.We're a strong and stable company with over 55,000 employees across 170 countries. As part of our team, you'll have the support you need to succeed 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 looking for a dynamic and challenging work environment where creativity, initiative, and contributions are rewarded, consider joining Zurich. You'll be part of something great.Our cultureAt 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.

Zurich