Complaint Handler

Location: Swindon

Who we are:

Zurich is one of the world's leading insurance groups, and one of the few to operate on a global basis. Our mission is to help our customers understand and protect themselves from risk. With about 55,000 employees serving customers in more than 170 countries, we aspire to become the best global insurer as measured by our shareholders, customers and employees. We help individuals, small and medium sized companies and global corporations around the world understand and protect themselves from risk by offering a wide range of insurance products, solutions and advisory services.

Our opportunity:

Zurich is a wonderfully supportive and fun place to work. We genuinely like each other and feel privileged to do the work that we do, in the way that we do it. Our work gives us the opportunity to make a real difference in the future lives of real people.

An exciting opportunity has now arisen for a Complaints Handler to join our customer and intermediary facing team in Swindon. You will be resolving service and advice related complaints within FCA regulatory standards. The successful candidate must be enthusiastic about and proud of what they do and have good understanding of the customer and intermediary perspective, whilst delivering on promises.

Main Accountabilities:

Investigate and resolve service and advice related complaintsIdentify and report on the root cause of complaintsProvide technical support and expertise to Team LeaderEffectively prepare and present referrals to the Head of Technical Operations and/or the Complaints Policy TeamShare knowledge and expertise with other team members and wider teamContribute to a positive and supportive team cultureAchieve business targets around service, productivity and quality, collaborating to ensure that service delivery is achievedSupportive and representative of change by having ideas and proactively improving customer experience and business efficiencyThinking outside of the standard process, considering facts, options and risks to get to the right outcomeUnderstand customer and intermediary perspectives, taking relevant action, tracking and keeping them informed of progressCreate rapport and trust when building relationships with colleagues, customers and intermediaries
Your skills and experience:

Qualified to GCSE Level and have experience of working in a customer service role, ideally within a financial services environmentExcellent telephone and written communication skills and always professional with your language and how you give updatesVery good numeracy and analytical skills ensuring strict attention to detail and getting it right first timeAbility to demonstrate knowledge of relevant products, procedures and systems to be able to provide a market leading service for customers and intermediariesExcellent planning, organisation and decision making skills to respond to varying workloads and pressuresExcellent product knowledge and PC skills, as well as an ability to articulate regulatory responsibilities with regards to Zurich policies i.e. Financial Crime, Data Protection, TCFAbility to deliver an excellent customer experience by managing and meeting customer and intermediary expectationsAchieve personal goals and objectives, evaluating success and learningExhibit enthusiasm and an openness to opportunity and change
The Reward:

In return we are offering an attractive salary plus a generous benefits package including bonus and defined contribution pension scheme. We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

Additional Information:

Our offices are based just a 5 minute walk from Swindon Town Train Station. Alternatively we have an arrangement for heavily subsided local car parking.

At Zurich we believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our 4 million customers' needs to allow us to drive better outcomes. As a global organisation, with an increasingly agile workforce, we're happy to consider flexible working arrangements. To find out more please visit

As an equal opportunities employer, Zurich celebrates the diversity of our people and we welcome applications from everyone.

Salary: . Date posted: 01/07/2017