Overview
Complaints and Customer Service Executive Jobs in Dublin, County Dublin, Ireland at Zurich Cover-More
Title: Complaints and Customer Service Executive
Company: Zurich Cover-More
Location: Dublin, County Dublin, Ireland
Job Type: Permanent – Full Time
Location: Dublin, Ireland
Job Category: Insurance & Superannuation
Job Description
Where will your career take you next? Let’s find out together.
At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.
Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.
About Cover-More Europe
This role is part of our Cover-More Europe team. Cover-More Europe provides insurance solutions through a number of different customer-facing brands across travel, car hire, specialty, and pet sectors in the United Kingdom, Ireland and the rest of Europe. For more than twenty years, we have been delivering insurance policies through our distribution partnerships. We know what is important to our partners, and we deliver simple and seamless customer experiences based on our genuine commitment to protection and care.
What You’ll Be Doing
In this role you will…
Independently review all formal complaints, draft clear and empathetic correspondence, and manage communication both internally and externally with partners and underwriters. A key aspect of the position is analyzing complaint and error data to identify trends, escalating recurring issues and making recommendations to prevent or reduce future complaints.
- Investigate and resolve complaints/disputes
- Draft all complaint correspondence including final response letters
- Manage complaints across multiple jurisdictions, and adhering to the relevant regulatory requirements for each jurisdiction
- Complete analysis of complaints and errors to identify trends
- Escalate issues/trends/re-occurring complaints/errors
- Make recommendations to prevent/mitigate/reduce complaints and errors, and improve the process where needed
- Reporting & communicating internally and, where required, externally with our partners and underwriters
What skills and experience you’ll bring on this journey:
- Minimum 2 years’ experience handling customer service queries for a financial service provider, insurance sector preferred
- APA qualification Personal General Insurance is required (CF8 role)
- Strong customer experience focus and mindset with a view to deliver fair outcomes for every customer
- Organised with excellent attention to detail
- Professional phone manner
- Must have very strong written communication skills and be able to draft complaint correspondence
- Proficiency in Microsoft Word and Excel
- Capacity to work independently and demonstrate initiative
Why you’ll love working with us!
We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.
We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, 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. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home, after an initial training period.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.
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.
Investing in your health and your future. We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions – helping you build a secure and healthy future.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.
Appy today and let’s go to great places together!
Cover-More Services Limited is regulated by the Central Bank of Ireland and authorised by the Financial Conduct Authority for UK Business.
