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Complaint Resolution Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom CHUBB Full time
Complaints Resolution Specialist

We are seeking a highly skilled Complaints Resolution Specialist to join our Continental European Complaints Team in Glasgow. As a key member of our team, you will be responsible for ensuring accurate assessment and dedicated management of complaints, while also investigating regulated complaints in line with European regulatory requirements.

Key Responsibilities:
  • Engage with customers throughout the complaint process, ensuring regular updates on progress while handling complaints fairly and within local requirements.
  • Review and learn from past decisions, including decisions made by the local Ombudsman or Regulators.
  • Gather all necessary evidence in relation to complaints and ensure fair customer outcomes.
  • Work with internal departments and gather information to investigate complaints, while managing all incoming enquiries effectively and providing a professional service.
  • Make a final decision on the merits of the complaint and calculate payments where appropriate, communicating outcomes clearly to customers in writing and by telephone.
  • Liaise with local Ombudsman where necessary and build & maintain relationships with the business, explaining the rationale behind decisions when appropriate.
Requirements:
  • Fluent speaker of Dutch and French.
  • Fluent in at least one other language is highly desirable but not essential.
  • Previous Customer Service experience.
  • Complaint handling experience is desirable but not essential.
  • Operational experience, demonstrating a professional standard in customer care.
  • Excellent listening and communication skills and experienced in MS Office Packages.
What We Offer:
  • Competitive salary & pension scheme.
  • 25 days annual leave plus ability to purchase 5 additional days.
  • Private Medical cover, Employee Share Purchase Plan, Life Assurance.
  • Subsidised gym membership, and more...

At Chubb, we value our people and strive to create a diverse and inclusive work environment. We are committed to equality, fairness, and respect for all colleagues, candidates, clients, and business partners, regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.