Zurich
Senior Complaints Consultant & Team Lead
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 11/12/2025
Job overview
Date posted
27/10/2025
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
11/12/2025
Job description
The Senior Complaints Consultant & Team Lead role at Zurich Workplace Solutions (ZWS) in Dubai is responsible for managing and resolving customer complaints in compliance with local policies and regulations while leading a team of service consultants. ZWS, located within the DIFC, administers the DIFC Employee Workplace Savings (DEWS) plan, a key end-of-service benefits initiative supporting over 70 government and freezone entities. The role involves handling escalated issues, investigating complaints, managing expectations, and ensuring high-quality, customer-centric resolutions. The position requires extensive coordination with internal teams, proactive engagement with complainants, and adherence to service level agreements (SLAs) to ensure timely resolution. The Senior Complaints Consultant & Team Lead also supports regulatory audits, prepares complaints reports, conducts root cause analysis, and contributes to continuous service improvement initiatives. As a team leader, the incumbent will coach, develop, and guide service consultants, monitor performance, conduct reviews, and foster a culture of empathy and collaboration aligned with Zurich’s brand values. The role demands strong communication, analytical, and leadership skills, as well as experience in regulatory compliance, customer service, and complaints management within insurance or end-of-service savings industries.
Required skills
Key responsibilities
- Resolve direct and indirect customer complaints in line with local policies and Zurich’s complaint handling standards.
- Provide customer-focused service for complex or escalated cases, ensuring prompt investigation and resolution.
- Contact complainants early to understand concerns and manage expectations regarding outcomes and processes.
- Collaborate with internal teams, managers, and stakeholders to gather information and respond to complaints and member enquiries.
- Ensure adherence to SLAs and deliver timely, high-quality follow-up actions to remedy customer issues.
- Maintain compliance with data protection and other regulatory requirements in all customer interactions.
- Identify and escalate recurring or systemic issues, contributing to service improvement and process enhancements.
- Assist in preparing regular complaints and correspondence reports, ensuring accuracy and insightful commentary.
- Support quality responses to customer emails and web enquiries during peak periods or coverage requirements.
- Assist with regulatory audits, ensuring compliance and documentation accuracy related to complaint processes.
- Act as a subject matter expert for complaint management, supporting continuous improvement initiatives.
- Lead, coach, and develop a team of service consultants, ensuring consistent performance and professional growth.
- Conduct one-to-one meetings and performance reviews, providing constructive feedback and guidance.
- Allocate and monitor workloads to ensure efficient, timely complaint resolution.
- Promote Zurich’s culture of empathy, optimism, and reliability within the team and across customer interactions.
Experience & skills
- Bachelor’s degree required, preferably in Business or Finance.
- Minimum of 3 years’ experience in customer handling and complaints management, ideally within insurance or end-of-service savings industries.
- High proficiency in written and verbal communication to manage customer interactions across multiple channels.
- Ability to communicate complex information concisely and effectively.
- Experience working in a contact center environment preferred.
- Proven track record in supervisory or team leadership roles.
- Strong understanding of data protection and regulatory compliance requirements.
- Ability to analyze trends, perform root cause analysis, and implement process improvements.
- Strong organizational, coordination, and stakeholder management skills.
