Customer Outcome Specialist

Customer Outcome Specialist

Working hours: This role is available on a part-time, job-share or full-time basis.

Location: Fareham or Glasgow, Hybrid

Salary: Up to £35,000 (based on experience)

Closing date for applications: 7th May 2025

The opportunity

Are you passionate about delivering exceptional customer experiences? We are seeking a dedicated individual who prioritises customer needs and is committed to ensuring the best possible outcomes for our customers.

We're looking for a Customer Outcome Specialist to join our UK Customer Office's Customer Care Team. 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.

In this pivotal role, you will help embed the principles of Consumer Duty within the Customer Care Team, enhancing understanding and setting high standards for customer care. Our team is devoted to investigating issues, understanding customer concerns, and ensuring fair and positive outcomes for our customers.

Your mission as a Customer Outcome Specialist will be to support and guide the team in achieving these fair outcomes. You will conduct root cause analysis and implement local controls to enhance the quality of complaint handling while driving the growth and development of the Customer Care Team.

If you are ready to make a meaningful impact and thrive in a team environment, we would love to hear from you!

Key responsibilities:

• Analyse Trends: Conduct Root Cause Analysis to uncover trends and spikes in customer feedback, driving actionable insights.
• Lead with Confidence: Oversee Executive Complaint Cases, ensuring thorough and transparent investigations.
• Enhance Understanding: Provide clarity to customers regarding our investigations and outcomes, building trust and confidence.
• Remove Barriers: Identify and address obstacles preventing customers from receiving the best service possible.
• Boost Communication: Improve the way we communicate with our customers, ensuring clarity and empathy in every interaction.
• Align with Principles: Review Customer Outcomes to ensure they align with consumer duty principles.
• Stay Informed: Understand and apply reporting requirements related to Consumer Duty.
• Support Vulnerable Customers: Enhance the handling of complaint cases involving Vulnerable Customers, ensuring they receive the care they deserve.
• Collaborate Effectively: Work closely with the Technical Governance Manager to oversee local controls.
• Showcase Success: Own and develop Case Studies that highlight customer outcomes and lessons learned.
• Ensure Compliance: Assist with Compliance Audits to maintain adherence to consumer duty standards.

Your skills and experience:

• Industry Expertise: Experienced ideally in Property, Motor, Travel Insurance.
• Complaint Handling: Proven experience in handling complaints effectively.
• Customer Focus: Experience working in a customer-focused insurance environment.
• Principled Approach: Familiarity with Consumer Duty Principles and their practical application.
• Independent & Driven: Ability to work independently and drive actions forward with initiative.
• Team Player: Strong ability to work collaboratively as part of a team.
• Communicator Extraordinaire: Exceptional oral and written communication skills.
• Adaptable & Impartial: Ability to always manage ambiguity and act impartially.

Join us and make a meaningful impact on our customer experience, driving excellence in service and support.

What will you get in return?

Everyone's different. That's why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

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.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people and our planet.

With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our culture:

At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture.

We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

The financials

• Competitive salary.
• 12% defined non-contributory pension scheme.
• Annual company bonus.
• Income Protection.
• Life cover - four times your salary.
• Free Car Parking, including electric car charging points.

Time away

• 25 days holiday a year plus bank holidays.
• 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.

Your health is important to us

• Access to Private medical insurance.
• Virtual GP appointments.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.
• Flexible working.
• Free fruit on a Weekly basis

We're making a difference

• Creating a brighter, more sustainable future underpins all that we do here in Zurich. Our modern and sustainable office is BREEAM and SAGE Plus accredited.
• Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the IOM Staff Charity Fund.