Overview

Location: Glasgow or Fareham (Hybrid working, minimum 50% office-based). Working hours: 35 hours (Monday to Friday, 9am–5pm). This role is available on a part-time, job-share and full-time basis. Salary: Up to £33,000 depending on experience. Closing date for applications: 3 September 2025.

We are looking for people who put the customer at the heart of everything they do, handling complaints across insurance products such as motor, property and travel insurance. If you want to work in a dynamic and challenging environment for a company that recognises creativity, initiatives and contributions, Zurich could be the right place for you.

The opportunity

Zurich understands that things can go wrong. When this happens, we see it as an opportunity to put things right, learn from them, and make a difference in the future.

The ideal candidate will have experience in handling property complaints within the financial services industry, ideally insurance. We are looking for experienced complaints handlers to help customers when they need us most—professionally assessing their complaint and reaching fair decisions promptly.

As a Lead Customer Care Specialist, you will manage a complex caseload of customer complaints while liaising between our multiple functions, suppliers, and customers to understand the full end-to-end journey and reach an impartial, fair, and reasonable outcome for all parties. You will also coach and mentor other specialists, support their development, act as an escalation point for the team, and model behaviours.

Our flexible working approach supports part-time, flexible hours, job share, remote elements, or compressed hours. Please discuss your flexibility at interview.

What will you be doing

If you’re passionate about delivering outstanding service and want to work in a supportive team with opportunities for long-term career development, we want to hear from you.

The ideal candidate will be able to:

• Always demonstrate empathy towards customers and understand the context of their challenges.
• Investigate 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, communicating effectively.
• Ensure all regulatory principles are adhered to.
• Manage a complex complaints caseload while supporting the development of junior peers.
• Support root cause and trend analysis.
• Support a culture of continuous improvement within the team and wider business.
• Utilise assertiveness, influencing and negotiating skills.
• Be a great team player, demonstrating role model behaviours.
• Demonstrate resilience and a positive can-do attitude while acting with integrity.

What are we looking for?

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

Please note: 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 request reasonable adjustments or practical support at the application stage.

What will you get in return?

Zurich offers a wide range of benefits to suit different lifestyles. Benefits include a 12% defined non-contributory pension, annual company bonus, private medical insurance, and the option to buy up to 20 additional holiday days or sell some of your holiday. Further information about benefits is available via Zurich’s employee benefits page.

Who we are

Zurich aspires to be one of the most responsible and impactful businesses in the world and the best global insurer. With over 55,000 employees in more than 170 countries, we are a long-standing player in the insurance industry. We focus on sustainable impact, wellbeing, curiosity, and developing the skills needed for the future. We offer a dynamic and challenging environment where creativity and contribution are recognised and rewarded.

Our culture emphasizes diversity and inclusion. We strive to treat all applicants fairly and with respect, regardless of background, beliefs, or protected characteristics. We provide wellbeing support and opportunities for training and development, including volunteering through Zurich Community Trust.

So make a difference. Be challenged. Be inspired. Be supported. Love what you do. Be part of Zurich.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Industries: Insurance and Financial Services

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