Complaints Officer

Description : Let's grow together

Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24 / 7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

What's the job?

You will manage a caseload of travel-related disputes from investigation through to resolution.

Draft clear and empathetic customer complaint responses in plain English.

Liaise with customers, internal teams, and the Financial Complaints Authority to ensure professional handling of cases.

Review complaint data, identify trends, and share insights with management to support service excellence and process improvements.

Ensure all cases are handled within regulatory timeframes, standards, and company protocols.

Uphold fairness, transparency, and customer trust in all outcomes.

Contribute to the continuous improvement of complaint-handling processes within the Business Assurance team.

What are we looking for?

You will have 1–3 years' experience in customer service, assistance, compliance, or related roles; prior exposure to complaints or disputes is an advantage.

A diploma, degree, or equivalent qualification in Business Administration, Law, or a related field.

Strong written and verbal communication skills, with the ability to explain outcomes clearly and empathetically.

Excellent interpersonal skills with professionalism and composure under pressure.

Strong negotiation, problem-solving, and conflict resolution skills.

High attention to detail with solid organizational and time management abilities.

Ability to manage multiple tasks, meet deadlines, and work both independently and collaboratively.

Proficiency with Microsoft Office (Word, Excel, Outlook).

A customer-first mindset, with a genuine passion for service excellence and ethical resolution.

Why choose us?

We value optimism, caring, togetherness, reliability, and determination.

We have more than 2600 employees worldwide : we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together

LI-Hybrid