Complaints Specialist: Travel

Complaints Specialist - Travel

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.

Responsibilities

• 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.

Skills & Experience

• You have experience dealing with complaints from customers, specifically in travel insurance claims or complaints.
• 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.

Benefits

We offer a wide range of employee benefits to give flexible choices and tailor throughout the year.

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.

Health

• Access to Private medical insurance.
• Virtual GP appointments.
• Discounted gym membership.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.

Community & sustainability

• 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.

Our culture

We’re a strong and stable company with over 55,000 employees across 170 countries. Together we’ll build a brighter future for our customers, people and planet. We focus on sustainable impact, wellbeing and inclusivity, and celebrate diversity.

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