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Complaint Handler

2 weeks ago

Glasgow, United Kingdom Chubb INA Holdings Inc. Full time

Are you fluent in Polish and English?

If you are passionate about growing your skills within the largest property & casualty insurer in the world with offices in 54 countries, excellent employee benefits and a diverse working culture, then we would love to hear from you

We have an excellent opportunity on a perm basis within our Continental Complaints Team, based in our Glasgow office. We are happy to consider applicants with experience in a Customer Services role from financial services, insurance, call centre or hospitality sectors. We provide full comprehensive training on complaints processes and regulations to allow our people be successful in this post.

The role supports the Complaints function by ensuring accurate assessment and dedicated management of complaints. You will also manage a workload and investigate regulated complaints in line with European regulatory requirements. We task you with handling and investigating complaints in accordance with Chubb complaints policy, giving consideration to, and ensuring, fair outcomes at all times.

KEY RESPONSIBILITIES

Engage with customers throughout the complaint process, ensuring regular updates on progress with the complaint while ensuring that you handle complaints fairly, 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. Prioritise 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 and are responsible for managing all incoming enquiries effectively, while always providing the customer with a professional service.
Make a final decision on the merits of the complaint and calculate payments where appropriate and communicate outcomes clearly to customers in writing and by telephone.
Liaise with local Ombudsman where necessary and Build & maintain relationships with the business and be in a position to explain the rationale behind decisions when appropriate.

**Qualifications**:
Knowledge & Experience

Native or fluent speaker of English and Polish
Fluent on at least one other language is highly desirable but not essential
Previous Customer Service experience
Complaint handling experience is desirable
Operational experience, demonstrating a professional standard in customer care.
Excellent listening and communication skills and experienced in MS Office Packages

WE OFFER IN RETURN

Competitive salary, annual bonus & 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, Comprehensive Learning & development offering, Networking, mentoring & development opportunities.
1 day annual Charitable leave, Cycle to work scheme, Employee Assistance program

INTEGRITY. CLIENT FOCUS. RESPECT. EXCELLENCE. TEAMWORK

Our core values dictate how we live and work. We’re 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.