Tuesday 17 September 2024 £0 - £0 .

• Managing and leading a team to ensure effective and timely handling of complaints in line with SWE 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, Ba Fin and IVASS.
• Ensuring that the team are suitably skilled and able to effectively handle complaints while meeting the internal polices of SWE 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.

• 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
• Good knowledge about products, legal frameworks and services
• Strong organisational skills
• 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
• Proficient in English and German. Italian and French would be a plus
• At ease with standard MS Office (Word, Excel, Power Point, 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 Lloyds Banking Group values and behaviour and encourages this in team members.

• A discretionary performance related bonus.
• Cash allowance to reflect lunch vouchers and private medical contributions
• Pension scheme
• Annual and special leave according to the collective labour agreement of the insurance sector.