Complaints Manager 60-80% (m/f/d)

As a Complaints Manager, you are a central point of contact for our customers and ensure that their concerns are handled professionally, efficiently, and in a customer-oriented manner. Complaint management is part of the Customer Excellence team and makes an important contribution to the continuous improvement of customer experiences at Allianz Suisse.

You receive complaints, record them in the system, and ensure structured processing by the responsible specialist units. You will partially take over more complex cases yourself, clarify them across functions, and ensure transparent and timely communication with our customers. In this role, you are part of a small, dedicated team that works independently and in a solution-oriented manner. In doing so, you actively contribute your experience and help to derive targeted improvements from customer feedback.

What you can achieve

• You receive customer complaints, ensure structured triage, and coordinate efficient processing by the responsible specialist units
• You process complex complaints independently, conduct internal clarifications, and actively support the development of sustainable solutions
• You work closely with internal and external stakeholders such as the legal department, data protection, corporate communications, and the ombudsman for private insurance, and ensure timely case processing
• You identify recurring problem areas and pass them on to the Customer Experience team so that targeted improvements for our customers can be initiated
• You are responsible for the further development and implementation of e-learning for decentralized complaint managers and support the preparation of findings, recommendations for action, and presentations for various stakeholders using modern AI-supported working methods

What you bring with you

• Completed commercial training, ideally in the insurance industry; further training (HF/FH) or a bachelor's degree in business administration, insurance business, communication, or customer experience is an advantage
• Experience in direct customer contact, ideally in complaint management, as well as strong written and verbal communication skills, especially in demanding or conflict-prone situations
• High service and solution orientation as well as a strong degree of personal responsibility, reliability, and discretion
• Structured, independent, and careful way of working as well as high resilience and the enjoyment of maintaining an overview even in demanding situations
• Very good MS Office skills (PowerPoint, Excel, Word) as well as experience in using AI tools (including Copilot)
• Very good written and verbal French skills; Italian skills are an advantage.

Do you have questions about the position?

Yasmin Samadian, Talent Sourcing & Recruiting Manager, telephone, 058 358 75 59, is happy to assist you. We look forward to your online application with meaningful application documents (CV, cover letter, work references, and diplomas).

Why you start with us

«Let-s care for tomorrow» also means for us creating a flexible working environment that takes the individuality of our employees into account: with the possibility of job sharing, with 8 weeks of paternity leave and 16 weeks of maternity leave, the option to buy 10 additional vacation days per year, working abroad for up to 25 days per year, diverse further training, and other benefits. Read more at https://careers.allianz.com/Schweiz

For recruiters

For this position, we exclusively accept applications submitted directly by candidates. Unsolicited applications from recruiters will not be considered and no correspondence will be conducted. Recruiters are therefore requested not to submit applicant documents to our employees or via our career portal. We reject any responsibility and T&Cs for unsolicited applications.

105255 | Customer Service & Complaint | Experienced | Non-Executive | Allianz Schweiz | Part-time | Permanent

About Allianz

The Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges makes us a unique employer.
We are connected by a common endeavor: our customers come first and are at the center of our actions. Their needs inspire our thinking and guide our actions. Together, we can create an environment where everyone feels motivated and empowered to design and shape a better future - for our customers and for our society. At Allianz, we stand for unity: we believe that a united world is a prosperous world, and we are consistently committed to equal opportunity. The basis for this is our inclusive workplace, where both people and performance count and where integrity, fairness, inclusion, and trust are at the center of our culture.
We welcome applications from people of all ethnic and cultural backgrounds, age groups, genders, nationalities, religions, social origins, people with or without disabilities, as well as different sexual orientations and other characteristics protected by local laws and regulations. For questions or concerns regarding inclusion & equal opportunity, Nani Nold is happy to assist you at nani.cristina.nold@allianz.ch. Please note that messages that are not related to the topic of inclusion & equal opportunity will not be answered or forwarded.

Join us. Let's care for tomorrow.