Job Description

Join a dynamic team in Luxembourg as a Complaints Team Leader. Reporting to the Head of Operations, you will manage a cross-functional team handling complaints from customers or their legal representatives regarding legacy products, sales practices, and Terms & Conditions.

Your Responsibilities

• Manage and lead a team to handle complaints effectively and in a timely manner, adhering to the Complaints policy and regulatory requirements
• Prepare and approve responses to regulatory bodies such as CAA, BaFin, and IVASS
• Ensure the team is skilled and able to handle complaints while meeting internal policies and customers' interests
• Collaborate with business partners and the internal legal department to investigate and resolve complaints, guiding to prevent future issues
• Maintain regular contact with all parties involved in complaints handling, ensuring understanding of complaint frequency and themes
• Recommend changes to operational and business processes to improve efficiency and reduce complaints
• Ensure fair treatment of customers and that the team can identify and respond to potentially vulnerable customers
  
  

Your profile

• Proven track record in a similar role within Financial Services, particularly in the Insurance industry
• Experience in customer service roles within Life Insurance
• Knowledge of products, legal frameworks, and services
• Strong organizational skills
• Ability to understand the customer perspective and support vulnerable customers
• Excellent communication skills and the ability to empathize with customers
• Proficient in English and German; knowledge of Italian and French is a plus
• Proficient in MS Office and Adobe tools, with a willingness to learn and use specific IT tools
• Demonstrated teamwork, ownership, agility, proactivity, and innovation
• Ability to suggest new ideas and implement pragmatic solutions
• Ability to positively influence others and encourage Lloyds Banking Group values and behaviours
  
  

Could this be the right opportunity for you? Please do not hesitate to send your CV to Pawel Galanty at  pawel.galanty@andersonwise.com or Matthew Cochrane at matthew.cochrane@andersonwise.com to be considered for this recruitment process. Your application will be treated with the utmost discretion. 

When using our services, our clients require that we introduce candidates already in possession of a valid Luxembourg work permit. If this is not your case, we regret to inform you we will not be able to consider your application.

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We are an equal opportunity employer and welcome candidates from all backgrounds to apply.