Complaints Investigator

Introduction

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client‑centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips.

Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters, think of Gallagher.

Join Gallagher’s Partner Assurance Operations team in Glasgow as a Complaints Investigator. In this role, you’ll play a key part in ensuring our customers receive the best possible outcomes. You’ll investigate complaints with care, fairness, and professionalism, while helping us improve our processes and services. This is your chance to make a real difference in how we support our customers.

You’ll handle customer complaints with empathy and professionalism, ensuring fair and consistent outcomes. By analysing key information, you’ll make informed decisions and communicate effectively with customers and stakeholders. You’ll also provide feedback to teams to help improve our services and prevent future complaints. Your role will involve managing a caseload, liaising across multiple functions, and ensuring we meet all regulatory standards.

You’ll be a key part of promoting a culture of continuous improvement and delivering excellent customer care.

Key responsibilities include:

• Investigating complaints thoroughly and fairly.
• Communicating clearly and professionally with customers and stakeholders.
• Analysing root causes and sharing lessons learned with teams.
• Managing a caseload efficiently while meeting deadlines.
• Supporting service improvements and team development.

• Experience complaint handling.
• A strong understanding of the Financial Ombudsman Service and its impact on complaints.
• A passion for delivering excellent customer service and fair outcomes.
• Great communication, listening, and empathy skills.
• The ability to manage a caseload and prioritise tasks effectively.
• A proactive approach to problem‑solving and service improvement.
• Eligibility to work in the UK.

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get; depending on your job level these may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to buy extra days.
• Defined contribution pension scheme, which Gallagher will also contribute to.
• Life insurance, which will pay 4x your basic annual salary, with options to top‑up to 10x.
• Income protection, covering up to 50% of your annual income, with options to top‑up.
• Health cash plan or private medical insurance.

Other benefits include:

• Three fully paid volunteering days per year.
• Employee Stock Purchase plan, offering company shares at a discount.
• Share incentive plan, HMRC approved, tax effective, stock purchase plan.
• Critical illness cover.
• Discounted gym membership, with over 3,000 gyms nationally.
• Season ticket loan.
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase.
• Emergency back‑up family care.
• And many more…

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities.

We see inclusion as a conscious commitment and diversity as a vital…