Complaints Consultant

End Date

Tuesday 17 September 2024

Salary Range

£0 - £0

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Flexible Working Options

Job Description Summary


Job Description

Role: SWE Complaints Consultant

Grade: Band C

Location: Luxembourg

About Lloyds Banking Group (“LBG”)

Scottish Widows Europe, a subsidiary of Scottish Widows, was established in Luxembourg to ensure continuity of servicing for its existing EU business after the UK’s exit from the EU, and is authorized to conduct run-off insurance business in Europe (“SWE”).

The portfolio of SWE is largely represented by with-profit policies (but also includes unit-linked policies), originally sold through the Clerical Medical Brand. The portfolio has c.€2 billion assets, with approximately 55,000 policyholders. Since March 2019, the business has been run from Luxembourg, and maintains branches in Germany and Italy. SWE relies on outsourcers in Germany, Italy and Luxembourg to provide policyholder service and administration.

SWE is part of Scottish Widows, a 100% subsidiary of LBG and a strong life and pension company in the UK. Its product range includes

life assurance

,

pensions

,

investments

and

savings
- The company has been providing financial services to the UK market since 1815. The company sells products through independent financial advisers, direct to customers and through LBG bank branches. Scottish Widows employs around 3,000 people.

LBG is a leading UK based financial services group providing a wide range of banking and financial services, passionate about personal and commercial customers. The main business activities are retail, commercial and corporate banking, general insurance, and life, pensions and investment provision. Services are offered through well-recognized brands including Lloyds Bank, Halifax, Bank of Scotland, and Scottish Widows, and a range of distribution channels.

About the Role:
We have an outstanding opportunity for you to join SWE, a diverse and inclusive team based in Luxembourg, and to work in an international and informal environment. Note that this Complaints role will report to the Complaints Team Leader and to the SWE Head of Operations.

As a Complaints Consultant you'll be part of a small cross-functional delivery team dealing with complaints from customers or their legal representatives. These complaints relate to SWE legacy products, how they were sold and their Terms & Conditions.

Key Accountabilities:

- Helping prepare responses to the regulatory bodies including CAA, BaFin, IVASS.
- Effective and timely handling of 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 required.
- Maintaining contact with all parties involved, including the CAA, BaFin, IVASS and other regulators as well as with our in-house legal department, our external lawyers, the actuarial team, and other decision-makers of the company.
- Ensuring that our customers are treated fairly.
- Ensuring customers receive timely resolution of their complaint or are kept informed for the reasons or any delay.

About you
- A proven 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
- General knowledge about products, legal frameworks and services
- Good organisational skills
- 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, 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 Lloyds Banking Group values and behaviour and encourages this in team members.

We're dedicated to giving you opportunities and support to develop you both expertly and personally as well as to optimise and increase your potential.

In return, you would get a package that includes:

- 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.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn