Complaints Team Leader

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 Chubbs Standards and Frameworks. Coach, Mentor and Lead Team of Complaint Handlers Adhere to the Training and Competency Framework ensuring handlers have regular coaching/Training and one to ones Responsible for building and maintaining relationships with the business to ensure complaints are resolved swiftly, fairly and efficiently. Identify regulatory and reputational risks Assessment of performance and management against Key Performance Indicators, to ensure standards are met. Take ownership of high profile/escalated complaints Ensure ADR and any associated invoicing is keyed on time Review and contest (where appropriate) local and other European Ombudsman decisions.

• 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 Chubbs Standards and Frameworks.
• Coach, Mentor and Lead Team of Complaint Handlers
• Adhere to the Training and Competency Framework ensuring handlers have regular coaching/Training and one to ones
• Responsible for building and maintaining relationships with the business to ensure complaints are resolved swiftly, fairly and efficiently.
• Identify regulatory and reputational risks
• Assessment of performance and management against Key Performance Indicators, to ensure standards are met.
• Take ownership of high profile/escalated complaints
• Ensure ADR and any associated invoicing is keyed on time
• Review and contest (where appropriate) local and other European Ombudsman decisions.

• Relevant Complaints Team Leader/manager experience in a regulated environment, preferably within financial services is essential.
• People Management with responsibility for several direct reports is essential
• Experience in liaising with the Financial Ombudsman or other regulatory body is essential
• Ability to learn and understand new regulatory legislation and requirements across various territories.
• Strong communication and leadership skills is a must.

• Competitive salary & 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 offerings

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.