Job Openings 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

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What’s the job? 

Join a team that makes a real difference for travellers worldwide! In this role, you’ll be the first point of contact for customers and partners, delivering exceptional service and guidance that ensures our customers can travel with confidence.   

• You’ll provide clear, accurate, and compliant advice on travel insurance policies, coverage, and claims.  
• You’ll handle enquiries across phone, email, and messaging channels, turning challenges into positive experiences.  
• You’ll understand customer needs, offer tailored solutions, and ensure satisfaction from start to finish.  
• You’ll interpret policy details and coverage levels to resolve queries efficiently and in line with procedures.  
• You’ll aim to meet and exceed quality, response time, and customer satisfaction targets while managing queries within agreed timelines.  
• You’ll escalate complex issues when needed, ensuring every customer feels supported and valued. 

What are we looking for? 

• We are looking for team members to join us starting in late May/early April 2026.   
• You’ll have strong written and verbal communication skills – you can communicate with anyone 
• You’ll have previous customer service or sales experience, ideally within a call centre environment, however this is not essential  
• You’ll have the ability to assess information quickly with attention to detail and ask questions when required 
• You’ll have a passion for providing customer service and solving customer problems 
• You’ll be flexible with shifts including weekdays and occasional weekends/bank holidays as required 

End Date: 6th April 2026