Complaints Team Leader

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.