Complaints Handler

**Introduction**:
Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

**Overview**:
We are seeking a Complaints Handler to join our team based in Glasgow

As a Complaints Handler, you will play a crucial role in providing a responsive, analytical, and prompt service that transforms customer perceptions and promotes best practices. You will manage complaints effectively, analyse root causes, and communicate feedback to drive continuous improvement and service excellence.

**How you'll make an impact**:

- Investigate complaints fairly and consistently, engaging with stakeholders as needed
- Analyse key information to support decision-making processes
- Deliver professional, prompt, and fair responses, ensuring effective communication
- Adhere to all regulatory principles and provide technical expertise as a Subject Matter Expert (SME)
- Offer feedback to stakeholders on issues arising from complaint handling
- Support a culture of continuous improvement within the team and the wider business

**About you**:

- Previous experience in property/household claims and/or complaint handling
- Understanding of the Financial Ombudsman Service and its impact on complaints
- Passion for delivering excellent customer experiences
- Ability to impartially review complaints and ensure fair outcomes
- Manage a caseload of complaints while liaising with multiple functions
- Confidently influence people and situations to achieve results
- Deliver change effectively under varying circumstances
- Excellent written and verbal communication, listening, and empathy skills
- Ability to plan, prioritise, and meet deadlines

**Compensation and benefits**:
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the **minimum core benefits** you’ll get, depending on your job level these benefits may improve:

- Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
- Defined contribution pension scheme, which Gallagher will also contribute to
- Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
- Income protection, we’ll cover up to 50% of your annual income, with options to top up
- Health cash plan or Private medical insurance

**Other benefits include**:

- Three fully paid volunteering days per year
- Employee Stock Purchase plan, offering company shares at a discount
- Share incentive plan, HMRC approved, tax effective, stock purchase plan
- Critical illness cover
- Discounted gym membership, with over 3,000 gyms nationally
- Season ticket loan
- Access to a discounted voucher portal to save money on your weekly shop or next big purchase
- Emergency back-up family care
- And many more

**We value inclusion and diversity**

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conf