Complaints Handler at Zurich Insurance Group

This role is part of our Cover-More Europe team. Cover-More Europe provides insurance solutions through a number of different customer-facing brands across travel, car hire, specialty, and pet sectors in the United Kingdom, Ireland and the rest of Europe. For more than twenty years, we have been delivering insurance policies through our distribution partnerships. We know what is important to our partners, and we deliver simple and seamless customer experiences based on our genuine commitment to protection and care.  

What you’ll be doing:  

In the role of Complaints Handler you will specialise in customer resolution for complaints including:  

• Resolving complaints/disputes  
• Investigating complaints/disputes 
• Managing Ombudsman file requests 
• Providing insights on complaints data to mitigate future complaints and improve the customer experience 
• Identifying opportunities for continuous improvement in complaints handling and the related customer experience 
• Reporting and communicating on the above points, internally and (where required) externally 
• Supporting on external third part administrator audits  
• What skills and experience you’ll bring on this journey:  
• Minimum 3 years’ experience handling complaints for a financial service provider, insurance sector preferred 
• Fluent in French and English 
• Experience with gathering and preparing files requests for the relevant Ombudsman 
• Knowledge of a range of General Insurance products 
• Experience in managing complaints across multiple jurisdictions 
• Professional phone manner  
• Must have very strong written communication skills and be able to draft complaint  correspondence

End Date: 1st May 2026