Property Complaints Specialist

3 months ago

London, United Kingdom Alexander Mann Solutions (AMS) Full time

**Job Description Summary**:
We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) service partner with Zurich to support contingent recruitment hiring. On behalf of Zurich, AMS are looking for a **Property Complaints Specialist **for a **3-month **contract based **remotely.**

At Zurich we believe in creating a brighter future for our customers, partners, our people and the planet by providing products and services which have a positive impact on people's lives. We want to be one of the most responsible businesses in the world.

In the UK, Zurich provide a suite of general insurance products covering business, casualty, motor, property and travel insurance, life insurance and pensions products to individuals and corporate customers. We employ over 4,500 people in the UK and are based across a number of locations with our head office being in Swindon.

**Purpose of the Role**:
We are looking for complaint’s handlers to join us helping customers when they need us the most, by professionally assessing their complaint and reaching fair decisions promptly. We are looking for people who put the customer at the heart of everything they do, when dealing with their complaints in Property Insurance.

As a complaint handler you will be expected to effectively manage a caseload of customer complaints while liaising between our multiple functions, suppliers, and our customers to understand a full view of their end-to-end journey to reach an impartial, fair, and reasonable outcome for all parties.

**Responsibilities of the role**:

- Always demonstrate empathy towards our customers, whilst understanding the context of their challenges
- Investigate all 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 and communicate in a highly effective manner
- Ensure all regulatory principles are adhered to
- Manage a complaints caseload
- Support root cause and trend analysis
- Support our 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 whilst always acting with integrity
- Previous experience within Property claims/complaints
- Strong time management skills to ensure targets are met
- Excellent customer services skills and have empathy towards customers
- Motor and Travel insurance experience is desirable

**Next steps**
**_
This client will only accept workers operating via an Umbrella or PAYE engagement model._**

At Zurich, we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that. Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.

Job Reference: ZU0100841

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