Complaints Investigator in Glasgow

Overview

Join Gallagher and embark on an exhilarating journey as we expand our team! We are thrilled to present an extraordinary opportunity for a Complaints Investigator who is not afraid to think on their feet, and dive deep into the world of analysis. As part of our esteemed Personal Lines function, you will be at the forefront of resolving customer grievances and ensuring their utmost satisfaction. How you'll make an impact Providing a timely and extensive customer care and complaints service which ensures Gallagher meets its regulatory objectives. Manage complaints, conduct analysis of root causes and communicate complaints feedback; ultimately, we're looking for complete service improvement. Your Role: Provide a high quality complaints-handling service Interrogate systems and work with business areas to establish and document the chronology of events leading to a complaint. Make fair and reasoned judgements about how best to resolve them under the circumstances. Investigate, manage and resolve complaints in line with Gallagher processes and regulatory requirements Analyse your findings and methods regularly to seek ways of improving your service. Maintain accurate and appropriate case records, raising issues where vital in order to facilitate trend analysis Support the proactive delivery of feedback and mentoring to the front line businesses to avoid repetition in the future. About You Have a strong grasp of insurance products, procedures and claims, preferably gained from working at an insurer or brokerage. Good knowledge of current compliance practices and techniques, including FCA and FOS. Technical knowledge and experience of the UK regulatory framework as it applies to insurance brokers, with a particular focus on customer outcomes and complaints-handling. Being able get up to speed on new subjects quickly, and deliver high quality output within tight deadlines. Ability to analyse sophisticated data and customer feedback issues and evidence findings clearly for any audience. Build effective customer and business partner relationships Strong organisational skills, happy to manage large volumes of work. Detailed, disciplined, investigative and analytical approach to problem solving. Empathise with customers and make judgement-based decisions whilst remaining mindful of commercial considerations. Confident when looking at the bigger picture and think strategically about solutions, whilst, always aiming to think ahead and take a proactive approach. Proficient in MS Office, especially Word, Excel and PowerPoint. Eligible to work in the UK Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more…