Complaints Handler - German Speaker

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let's find out together.

At Zurich Cover More we are one of the world's leading travel insurance and assistance providers. Each year we protect more than 20 million travellers worldwide, ensuring we're there every step of their journey with proactive care, personalised cover and specialist support. We partner with many of the world's best known brands, including airlines, travel giants, banks, credit card providers and large retailers, to deliver more care and cover for all.

Launched in December 2024, Zurich Cover More is the global travel brand of Zurich Insurance Group.

About Cover More Europe

This role is part of our Cover More Europe team. We deliver insurance solutions across travel, car hire, specialty and pet sectors in the UK, Ireland and Europe. We have a distribution partnership history spanning more than twenty years.

This role has a start date of October 2026.

What you'll be doing

• Resolving complaints and disputes
• 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 external third party administrator audits

What skills and experience you'll bring

• Fluency in German (both verbal and written)
• APA qualification
• Experience gathering and preparing file requests for the relevant Ombudsman
• Knowledge of a range of General Insurance products
• Experience managing complaints across multiple jurisdictions
• Professional phone manner
• Excellent written communication skills and the ability to draft complaint correspondence

Benefits

• Hybrid working model - 3 days in the office and 2 days working from home after initial training
• Annual and personal leave benefits, anniversary leave, volunteer leave and a comprehensive paid parental leave scheme
• Competitive health insurance package with comprehensive mental health coverage, Employee Assistance Program and a pension scheme with employer contributions

Diversity and inclusion: We respect who you are and welcome you to bring your whole self to work.

Compensation: The proposed salary for this position is €40,282 with short term incentive bonus eligibility of 5%.

At Zurich Cover More, compensation for roles is influenced by various factors. If your salary expectations are not in line with the proposed salary, you are still encouraged to apply.

Cover More Services Limited is regulated by the Central Bank of Ireland and authorised by the Financial Conduct Authority for UK Business.