Complaints Resolution Specialist

1 month ago


Glasgow, Glasgow City, United Kingdom CHUBB Full time

About the Role

We are seeking a highly skilled Complaints Resolution Specialist to join our Continental European Complaints Team based in Glasgow. As a key member of our team, you will play a crucial role in ensuring accurate assessment and dedicated management of complaints in line with European regulatory requirements.

Key Responsibilities

  • Engage with customers throughout the complaint process, ensuring regular updates on progress and handling complaints fairly and within local requirements.
  • Review and learn from past decisions, including decisions made by local Ombudsmen or regulators.
  • Gather all necessary evidence in relation to complaints and ensure fair customer outcomes, prioritizing and handling your own case load.
  • Work with internal departments to gather information, investigate complaints, and manage incoming enquiries effectively.
  • Make a final decision on the merits of the complaint, calculate payments where appropriate, and communicate outcomes clearly to customers in writing and by telephone.
  • Liaise with local Ombudsmen 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.

About Us

At Chubb, we consider our people our chief competitive advantage and treat colleagues, candidates, clients, and business partners with equality, fairness, and respect. We are committed to diversity and inclusion and strive to create a working environment that is collaborative and supportive.



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