Lead Complaints Specialist

Lead Complaints Specialist:
Travel

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

Salary: Up to £33,000 depending on experience

Working hours: Part‑time, job‑share, or full‑time (35 hrs, Monday to Friday 9am–5pm)

Closing Date: 31st January 2026

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 – Zurich could be just the place for you.

At Zurich we understand that things will occasionally go wrong. We seize each opportunity to not only put things right but to learn from it and make a difference in the future.

• Effectively manage a complex caseload of customer complaints while liaising between multiple functions, suppliers, and customers to reach impartial, fair, and reasonable outcomes.
• Coach and mentor other specialists to support their development and act as an escalation point for the team.
• 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.
• Support root‑cause and trend analysis.
• Support the culture of continuous improvement within the team and wider business.
• Utilise assertiveness, influencing, and negotiating skills.

• Experience in handling customer complaints within financial services, preferably insurance.
• Excellent communication skills.
• Strong attention to detail.
• Technical knowledge of insurance guidelines and procedures is advantageous.
• Ability to work independently and support colleagues.
• Experience coaching and mentoring peers.
• Progressing towards professional development (e.g., CII).

Wide range of employee benefits to fit your life, including 12% defined non‑contributory pension scheme, annual company bonus, private medical insurance, and the option to buy up to an additional 20 days or sell some holiday.

Our culture values diversity and inclusion, wellbeing, and continuous improvement. You’ll have access to comprehensive training and development opportunities and support from wellbeing partners.

Zurich aspires to be one of the most responsible and impactful businesses in the world, providing sustainable impact and caring for employees’ wellbeing. With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company.