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: 26th February 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.

Since the introduction of Consumer Duty regulations, there has been a considerable shift in the FCA’s expectations of firms. Whilst Zurich has always put the customer at the heart of what they do, the Duty has set a higher expectation for the standard of care we provide to our customers, introducing a more outcomes-focused approach to customer protection.

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!

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.  

Key responsibilities:

As an ideal candidate, You will:

• 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.
• Tech-Savvy: Excellent MS Office skills (Excel & PowerPoint, etc.).
• 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. 

Follow the link for more information about our benefits - Employee benefits | Working at Zurich Insurance UK 

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.  

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.   

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 want our employees to reflect the diversity of our customers, and so are committed to treating all our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.  

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.  

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.