Complaints Team Leader

Chubb; Glasgow; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading global insurance firm is seeking a Team Leader to manage complaint investigations and resolutions across the UK and Europe. The ideal candidate will have experience in a regulated complaints environment, strong leadership abilities, and a commitment to achieving fair customer outcomes. This role includes coaching a team, ensuring regulatory compliance, and driving high-performance standards. Excellent employee benefits and a supportive workplace culture are offered.

Benefits

Competitive salary

25 days annual leave

Private Medical cover

Subsidised gym membership

Comprehensive learning & development offerings

Qualifications

• Relevant Complaints Team Leader/manager experience in a regulated environment.
• People management with responsibility for several direct reports.
• Experience liaising with regulatory bodies.

Responsibilities

• Manage complaints investigation and resolution effectively.
• Coach and mentor a team of complaint handlers.
• Ensure compliance with local and European regulatory requirements.

Skills

Leadership

Communication

People Management

Regulatory Understanding

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 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.

Qualifications

• 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.
• Insurance knowledge desirable, but not essential.

WHAT WE OFFER IN RETURN!

• 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.
• 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

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.

Diversity & Inclusion. At Chubb we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.