Complaints Team Leader

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Job Description Summary

Job Description

Role: SWE Complaints Team Leader

Grade: Band D

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 SWE 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 SWE legacy products, how they were sold and their Terms & Conditions.

Key Accountabilities:

• 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, BaFin 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.

About you  

• 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, 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, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.