Customer Service Team Leader

GERMAN&ENGLISH SPEAKING CUSTOMER SERVICE/COMPLAINTS TEAM LEADER (M/F)
DO Recruitment Advisors is delighted to assist our client, a multinational company, in the recruitment of a Customer Service Consultant for its Luxembourg office, joining a diverse and inclusive team in an international and informal environment.
This is a challenging and exciting opportunity to join the corporate office of leading UK based financial services group providing a wide range of banking and financial services, passionate about personal and commercial customers.

THE JOB :
Note that this role will report to the Head of Operations.
As a Complaints Team Leader you'll be part of a small cross-functional delivery team dealing with complaints from customers or their legal representatives. These complaints relate to legacy products, how they were sold and their Terms & Conditions.
Managing and leading a team to ensure effective and timely handling of complaints in line with our Complaints policy, taking into account any relevant legal and economic implications and the regulatory requirements of the jurisdiction in which the policy was originally sold.
-Helping prepare and approve responses to the regulatory bodies including CAA, BaFin and IVASS.
-Ensuring that the team are suitably skilled and able to effectively handle complaints while meeting the internal polices of the company and the reasonable interests of customers.
-Work with our business partners to investigate and resolve customer complaints as needed and provide the necessary guidance to prevent or answer similar complaints in conjunction with our internal legal department.
-Maintaining regular contact with all parties involved in complaints handling including senior decision makers and our in-house legal department to ensure the frequency and themes of complaints are well understood.
-Recommend changes to relevant operational and business processes in order to improve efficiency and reduce complaints.
-Ensuring that our customers are treated fairly and that the complaints team understand how to identify and respond appropriately to potentially vulnerable customers.
-Benefits: discretionary bonus, cash allowance for lounch vouchers and private medical insurance, pension scheme and exceptional annual leave

THE CANDIDATE PROFILE :
-Must be proficient in English AND German. (Italian and French would be a plus)
-Must have the right to work in Luxembourg
-A strong track record of working in a similar role within Financial Services, particularly the Insurance industry
-Experience of working in a Customer services role within Life Insurance would be a great assett
-Good knowledge about products, legal frameworks and services would be a plus
-Strong organisational skills is a must
-Good experience in understanding the customer perspective and how to identify and support vulnerable customers
-Excellent communication skills, with the ability to empathise with a customer perspective
-At ease with standard MS Office (Word, Excel, PowerPoint, Outlook etc.) and Adobe tools.
-Willing to learn and use more specific IT tools (including In-house software)
-Open minded, able to demonstrate key behavioural capabilities including teamwork, ownership, agility, proactivity and innovation
-Keen to suggest new ideas and implement pragmatic and workable solutions.
-Positively influence others by demonstrating company values and behaviour and encourages this in team members.


THE CLIENT:
Our client is a reputable insurance company, part an international group that is located in Limpertsberg, Luxembourg.

At the final stages of the recruitment process, some of our clients could ask the successful candidate to provide supporting documentation such as, for example, copies of diplomas or proof of previous jobs, and a standard criminal record check might also be requested.