Complaints Specialist - Travel

Join to apply for the Complaints Specialist - Travel role at Zurich Insurance
.

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

Hours: 35 (Monday to Friday between 9am and 5pm) – available on part‑time, job‑share and full‑time basis

Salary: Up to £28,000 depending on experience

Closing Date: Friday 9th Jan 2026

The opportunity: We’re looking for a complaint handler to join our team, helping customers when they need us the most. You’ll be handling complaints for travel insurance products, assessing each complaint and making fair decisions quickly.

At Zurich, we view mistakes as chances to learn and improve. You will manage a caseload of customer complaints, work with multiple departments, suppliers and customers to get a complete view, and develop fair, impartial solutions.

If you thrive in a fast‑moving environment and want to work for a company that values creativity, initiative and contribution, Zurich might be the perfect fit.

Many of our employees work flexibly in various ways – part‑time, flexible hours, job share, working from home or compressed hours. Discuss your flexibility needs at interview.

• Understand customers and respond empathetically.
• Investigate complaints fairly and consistently.
• Analyse information to make good decisions.
• Respond quickly, professionally and fairly, communicating effectively.
• Follow all regulatory rules.
• Manage a complaints caseload.
• Identify causes of complaints and trends.
• Help improve the team and company.
• Use assertiveness, influencing and negotiating skills.
• Work well with everyone and set a good example.
• Act with integrity, resilience and a positive attitude.

• Experience dealing with complaints from customers, especially in travel insurance claims or complaints.
• Excellent communication skills.
• Precision and strong attention to detail.
• Knowledge of insurance guidelines and procedures.
• Possibly working towards professional development (e.g., CII).
• Experience sending final written responses.
• Telephone‑based role – comfortable with taking calls.

Work‑from‑home
:
If working from home, the area should be safe, private and free of distractions, with a solid internet connection.

We offer a range of benefits including a 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. Benefits are flexible and can be tailored throughout the year. For more information:

Zurich is one of the most responsible and impactful businesses worldwide, with over 55,000 employees in 170 countries. We focus on sustainable impact, employee wellbeing, diversity and inclusion, and continuous improvement.

We value diversity, inclusion, and wellbeing, offering training, development opportunities, volunteering and community involvement. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time 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.