Customer Service Advocate

2 months ago

Glasgow, Glasgow City, United Kingdom CHUBB Full time

About the Role

We are seeking a highly skilled and experienced Complaint Resolution Specialist to join our Continental European Complaints Team in Glasgow. As a key member of our team, you will play a critical role in 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. Prioritize and handle your own case load and conduct telephone calls with customers in a professional manner.
  • Work with internal departments and gather information to investigate complaints, while effectively managing all incoming enquiries and providing a professional service to customers.
  • 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 and 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 and pension scheme.
  • 25 days annual leave plus ability to purchase 5 additional days.
  • Private Medical cover, Employee Share Purchase Plan, Life Assurance.
  • Subsidized gym membership, and more...

Our Values

We are an ethical and honest company that's wholly committed to its clients. A business that's engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that's collaborative and supportive.

We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

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