Coordinator Legal Complaints - Brussel
10/05/2022

The mission of Test Aankoop/Test Achats is to protect and defend consumers’ needs and rights. They offer a global concept for the consumer, ranging from the known publications like Test Aankoop/Test Achats, Budget & Recht/Budget & Droits, Test Gezondheid/Test Santé, Test Aankoop Invest/Test Achats Invest… to online advice and individualized legal support, and all this thanks to the commitment of our approximately 380 enthusiastic collaborators.

Test Aankoop/Test Achats is a 100% independent organization and collaborates intensively with an international group of independent consumer organizations that employs about 1200 collaborators.

Test Aankoop/Test Achats is currently looking for a Coordinator Legal Complaints.

Reporting to the Manager Legal, Finance and Customer Advice, you contribute with monitoring and analyzing questions and complaints to identify consumer's concerns and trends and deploying them for direct assistance, according to the superior guidelines and the area plan, ensuring that complaints processes are successful and retrieve maximum outcome for the members.

Your key responsibilities: 

The Coordinator legal complaints 

• Monitors legal news  and/or deals with  disputes  on the various social media, by analysing reporting tools or directly on the front-end or via social networks,  in order to better identify consumer concerns and trends; 
   
• Values the content of the consumer's complaints and disputes, ralying them internally to departments such as Lobby & Press and our experts, ensuring that complaints are addressed and solved.
   
• Contributes to the visibility of the consumer rights advocacy activities by capturing complaints form the web or by one-on-one interaction and directing the consumer  to the individual legal aid service, or even describing possible solutions based on pre-taken actions, to ensure that all consumer's complaints are analysed and solved.
   
• Manages actions and services, by identifying similar complaints content and interacting with the services concerned when applicable, to find solutions that are intended to serve all consumers, in a transversal way.  
   
• Moderates the webs part related with complaints, by correcting or deleting a post if inadequate, responding to requests and interpellations of companies (offline) or forwarding disputed requests to internal teams, ensuring a close follow-up of complaints posted on the net and the compliance with the  values, guidelines  and  positions of Test-Achats.  
   
• Intervenes and contributes to committees and/or workgroups at an internal and/or external level, sharing its experience and thorough knowledge within the department.
   
• Keeps up to date about new trends that are relevant for the field of activity, proposing and contributing to the implementation of new approaches.
   
• Identifies and proposes potential improvements to processes, methodologies and analysis in order to ensure that they are constantly adapted to business requirements.

• Master in Law or equivalent by experience
  • Good knowledge about the legal assistance market : proven experience in an (international) law firm and/ or as inhouse legal counsel (eg in an insurance company) 
     
  • Experience with and interest in general commercial law and contracts, with consumer law and/or insurance law are a strongly recommended
     
• Able to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
   
• With clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.              

Nice to have : functional and/or operational management skills 

In this function, you’ll be offered :

• A high degree of challenges and the opportunity to further develop and maximize your competences in a group with international fame
   
• A pleasant work atmosphere with flexible working hours
   
• A motivating and competitive remuneration package with fringe benefits.