Job Description

Location: Glasgow or Fareham, (Hybrid working, minimum 50% office based)
Hours: 35 (Monday to Friday between 9am and 5pm) - This role is available on a 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. You'll need to assess each complaint and make fair decisions quickly.
At Zurich, we get it: things can go wrong. But when they do, we see it as a chance to make things right and to learn from the experience so we can do better in the future.
You'll be managing a caseload of customer complaints and will need to work with multiple departments, suppliers, and customers 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.
If you thrive in a fast-moving environment and want to work for a company that values creativity, initiative, and contributions, then Zurich might be the perfect fit for you.
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.
• Look into complaints in a fair, consistent, and effective way, engaging with the relevant people.
• Analyse info to make good decisions.
• Respond quickly, professionally, and fairly, and communicate effectively.
• Follow all regulatory rules.
• Manage a complaints caseload.
• Help identify the 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.
• Always act with integrity, is resilient and has a positive attitude.

Your skills and experience:

• You have experience dealing with complaints from customers, specifically in travel insurance claims or complaints.
• You're great at communicating
• You're precise and have great attention to detail.
• You know your way around insurance guidelines and procedures.
• May be working towards professional development (e.g. CII)
• You have experience of sending final written responses.
• This is a telephone-based role. You are comfortable with taking calls.

**When working from home environment, ideally the area needs to be safe, private with minimal distraction. You will required a solid internet connection**
As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You'll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.
What will you get in return?
Everyone's different. That's why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 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 of your holiday.
Follow the link for more information about our benefits -
Who we are
At 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 culture
At 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.

Skills Required