Complaints Handler (French, German, Dutch or Italian speaking)

About the role

As a Complaints Handler you will specialise in resolving customer complaints for Zurich Cover-More’s travel insurance and assistance business. You will work with multilingual customers and internal teams to ensure disputes are handled efficiently and professionally.

Key responsibilities

• Resolve and investigate customer complaints and disputes.
• Manage Ombudsman file requests and prepare required documentation.
• Provide insights from complaints data to reduce future issues and improve the customer experience.
• Identify and implement continuous‑improvement opportunities in complaints handling.
• Report and communicate findings internally and, where required, externally.
• Support external third‑party administrator audits.

Required profile

• Minimum 3 years’ experience handling complaints for a financial services provider, preferably in insurance.
• Fluent in English and one of Dutch, German, French or Italian.
• Hold one of the following certifications: Accredited Product Advisor, APA (Personal General Insurance), Certified Insurance Practitioner, CIP Licentiate/Fellow of the Compliance Institute, or LCI/FCI.
• Experience preparing Ombudsman file requests.
• Knowledge of a range of general insurance products and experience across multiple jurisdictions.
• Professional phone manner.

Required skills