Complaints Team Leader

Chubb; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

Chubb is seeking a Complaints Team Leader/Manager to oversee complaint investigations and resolutions across multiple regions. This role requires leadership skills to manage a team and ensure compliance with regulatory standards while offering a competitive salary and extensive employee benefits.

Benefits

Competitive salary & pension scheme

25 days annual leave plus option to purchase 5 more

Private Medical cover

Employee Share Purchase Plan

Life Assurance

Subsidised gym membership

Comprehensive learning & development opportunities

1 day annual Charitable leave

Qualifications

• Experience in managing complaints in a regulated environment.
• Proven people management skills.
• Ability to understand regulatory requirements.

Responsibilities

• Manage team of complaint handlers and ensure compliance.
• Investigate and resolve complaints timely under SLAs.
• Coach and train team members regularly.

Skills

Leadership

Communication

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 involves managing complaint investigation and resolution across various lines of business in the United Kingdom, Republic of Ireland, and Continental Europe. Ensuring compliance with local and European regulatory requirements is key.

Main responsibilities include managing a team of complaint handlers and ensuring fair customer outcomes through quality investigations and proactive management.

KEY RESPONSIBILITIES:

• Ensure complaints are identified, investigated, and resolved in a timely manner in compliance with SLAs 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 receive regular coaching, training, and one-to-one sessions
• 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 the option to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, and comprehensive learning & development opportunities
• Employee resource groups: Gender Equality Network, Abilities & Wellbeing, Social Mobility, Parents & Carers, Pride Network, Cultural Awareness Network
• Networking, mentoring, and development opportunities, 1 day annual Charitable leave, Cycle to work scheme, Active Sports & social committee, Employee Assistance program

Our Core Values:

Integrity, Client Focus, Respect, Excellence, Teamwork

We are committed to ethical practices, mutual trust, and respect for our employees and partners. We foster a collaborative and supportive work environment.

Diversity & Inclusion:

At Chubb, we value our people as our greatest asset. We are committed to equality, fairness, and respect for all, regardless of age, disability, race, religion, gender, sexual orientation, marital status, or family circumstances.