2 days ago Be among the first 25 applicants
Job Description
Do you have Team leader/manager experience gained within a regulated Complaints environment? Do you enjoy managing people and supporting them to be the best they can be?
If you are interested in applying your skills and knowledge within one of the largest insurers in the world with excellent employee benefits and a diverse working culture, then we would love to hear from you!
This role takes ownership of the management of complaint investigation and resolution across various lines of business in the United Kingdom, Republic or Ireland, and Continental Europe. Ensuring the team complies with local and European regulatory requirements is key.
Main responsibilities include managing a team of complaint handlers and ensuring that fair customer outcomes are achieved through quality investigations and proactive management.
Key Responsibilities
* Ensure complaints are identified, investigated, and resolved in a timely manner in compliance with SLA’s and regulatory rules.
* Pipeline/Caseload management
* Management of Complaint Inboxes
* Work to Chubb's Standards and Frameworks.
* Coach, Mentor, and Lead a team of Complaint Handlers
* Adhere to the Training and Competency Framework, ensuring handlers have regular coaching/training and one-to-ones
* Build and maintain relationships with the business to ensure complaints are resolved swiftly, fairly, and efficiently.
* Identify regulatory and reputational risks
* Assess performance against Key Performance Indicators to ensure standards are met.
* Take ownership of high-profile/escalated complaints
* Ensure ADR and associated invoicing are completed on time
* Review and contest (where appropriate) local and European Ombudsman decisions.
Qualifications
* Relevant Complaints Team Leader/Manager experience in a regulated environment, preferably within financial services.
* People Management experience with responsibility for several direct reports.
* Experience liaising with the Financial Ombudsman or other regulatory bodies.
* Ability to learn and understand new regulatory legislation across various territories.
* Strong communication and leadership skills.
* Insurance knowledge is desirable but not essential.
What We Offer in Return
* Competitive salary & pension scheme, 25 days annual leave plus 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, subsidised gym membership, and comprehensive learning & development offerings.
* Employee resource groups: Gender Equality Network, Abilities & Wellbeing, Social Mobility, Parents & Carers, Pride Network, Cultural Awareness Network.
* Networking, mentoring & development opportunities, 1 day annual charitable leave, Cycle to work scheme, Active Sports & social committee, Employee Assistance program.
Our Values
Integrity, Client Focus, Respect, Excellence, Teamwork. We are committed to ethical practices, mutual trust, respect, and a collaborative working environment.
At Chubb, we value diversity and inclusion, treating everyone with fairness and respect regardless of age, disability, race, religion, gender, sexual orientation, or family circumstances.
About Us
Chubb is a global leader in insurance, operating in 54 countries, providing a wide range of insurance products and services with financial strength and underwriting excellence.
Additional Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Information Technology
Industries: Insurance
Referrals can increase your chances of interviewing at Chubb. Get notified about new Team Lead jobs in Glasgow, Scotland, United Kingdom.
#J-18808-Ljbffr