Complaints Officer Responsible (French Speaker)
Page Personnel
Madrid, ES
hace 5 días

Acerca de nuestro cliente

Importante empresa de seguros.

Descripción de la oferta

  • Deal with customer queries and complaints in the most efficient and helpful manner, meeting service levels whilst remaining calm and focussed on resolving the reason(s) for the customer contact.
  • Ensure that company procedures are followed, and company standards are maintained and applied consistently, challenging any standards not in line with ACPR / TCF guidance
  • Be actively involved with strategic projects, owning any complaints related work streams
  • Monitor KPI's and ensure agreed service levels are met
  • Conform to ACPR / TCF requirements where necessary
  • Ensure all processes are reviewed and fit for purpose
  • Produce monthly performance reporting as required, commenting on exceptions where needed
  • Ensure all compliance requirements are adhered to, with exceptions reported and acted upon
  • Ensure quality checking and complaint verification is in line with business requirements and that appropriate action is taken where required
  • Gain and maintain a good understanding of governing bodies' procedures, e.g. ACPR / Arbitration Services
  • Attend all internal and external meetings as required, including onsite management meetings, customer service meetings, etc.
  • Perfil buscado (h / m)

  • Customer Centric CRM systems
  • Microsoft Office Package, including Word, Excel, and Outlook
  • Gain / maintain an excellent understanding of all regulatory requirements applicable to Complaints
  • Maintain full working knowledge of client products and services
  • To ensure own responsibility for personal development areas and agree appropriate opportunities with your line manager
  • High level of French.
  • Qué ofrecemos

  • Salario : 30.000€ + Social Benefits
  • Permanent offer
  • Monday to Friday 9 to 18
  • Center of Madrid.
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