Complaints Manager

☞ Axis

Ver: 150

Día de actualización: 26-11-2025

Ubicación: Brussels Brussels Capital

Categoría: Gerencia ejecutiva

Industria:

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Description

  • You will manage first line operational complaints (not yet with the Ombudsman).
  • You distribute complaints to the appropriate people in the operational teams
  • You review the drafts of the administrators and lawyers before they are sent to the customers
  • You are responsible for establishing a SPOC team consisting of one member from each expertise group
  • You coach the SPOCs on complaint handling You will monitor all complaints received and identify the structural causes with a view to proposing improvements
  • You will collaborate with the other teams involved in managing the quality of the services provided
  • You will always be available to brokers and our customers to answer their questions through regular contacts

Your profile

  • You have a Master’s degree in law and at least two years’ experience in the field of civil liability and/or criminal defence. Experience as a lawyer at the bar is also possible
  • You are fluent in Dutch and/or French and have a good working knowledge of a second language. Bilingualism is definitely a plus!
  • You have a strong sense of customer service and quality without losing assertiveness when needed.
  • Offering a friendly and qualitative service is self-evident to you.
  • Cool, enthusiastic and communicative, that is how others describe you.
  • Problem solving, decision making and initiative taking, autonomy and collaboration give you an enormous energy boost

Offer

In addition to the classic fringe benefits, you get telecommuting opportunities, flexible hours and extra leave days. So that you can maintain a perfect work-life balance and feel comfortable in the workplace. We send you off with a big smile to your well-deserved days off and welcome you back to the office with arms wide open. With recharged batteries and the desire to get back to work.

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Plazo: 10-01-2026

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