Lead Complaints Specialist (Part-Time, Job-Share and Full-Time)
Zurich
- Fareham, Hampshire Glasgow
- £33,000 per year
- Permanent
- Full-time
- 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.
- 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.
- 12% defined non-contributory pension scheme.
- Annual company bonus.
- Income Protection.
- Life cover - four times your salary.
- 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.
- Access to Private medical insurance.
- Virtual GP appointments.
- Discounted gym membership.
- Free flu jab.
- Access to a wealth of support from our wellbeing partners.
- 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.