Complaints Manager

3 weeks ago

Dublin, Dublin City, Ireland Cover-More Full time

Job Description

Be part of our award-winning team

Who we are

Cover-More Group is a global specialist and integrated travel insurance, medical assistance, and employee assistance provider with operations across five continents. Cover-More Group is headquartered in Sydney, Australia. In 2017, Cover-More became part of Zurich Insurance Group emerging as the third largest travel insurance provider in the world.

Our vision is to take the lead in the insurance industry with comprehensive products, quality customer service, competitive rates, and the latest technology, enabling all our agents and customers to have the easiest and quickest experience when carrying out quotes or managing policies with all Blue Insurances' Products.

Position Overview

As Complaints Manager, you will play a crucial role in managing, recording and resolving customer complaints and errors efficiently, accurately and in compliance with company policy and local regulation. You will be responsible for overseeing the complaints and error handling process, investigating issues, and implementing strategies to prevent recurrence. This involves complaints and errors escalated from internal teams (both the UK and Ireland), complaints escalated from partners (external companies), and working with the ombudsman service in multiple countries (mainly the FOS in the UK and the FSPO in Ireland). You will ensure that complaints and errors are correctly tracked and monitor performance to highlight key indicators and trends with a focus on good customer outcomes at all times.

The Complaints Manager will also play a crucial role in leading, managing and developing a dedicated team of complaints handling professionals within the Shared Service structure

Qualifications and Training

APA/CIP qualification Other relevant qualifications in the Insurance/Financial services Ability to identify and evaluate problems to reach a solution Demonstrate empathy with customers and listen actively and carefully Solid understanding of the Company's products Ability to recognise patterns and attention to detail Good knowledge of CPC/MCC/FCA and other regulators as required

Key Duties & Responsibilities:

Resourcing and Leadership:

Ensure that the complaints team is sufficiently resourced to support the needs of the growing business Provide leadership and direction to the complaints handling team, ensuring a positive and collaborative work environment Foster a culture of continuous improvement, professional development, and accountability wi thin the team Develop and implement training programs for team members to enhance their skills in complaints resolution, customer service, and regulatory compliance Conduct regular performance reviews and provide constructive feedback to support individual and team growth Effectively distribute workload among team members, ensuring that complaints are handled promptly and in accordance with established and regulatory standards Monitor team performance metrics and implement strategies to optimise efficiency Ensure a strong understanding of the products and services the company offers while keeping up to date with industry recent trends and new legislation

Complaints Handling:

Receive and log customer complaints through various channels Investigate complaints thoroughly, gathering all necessary information Analyse root causes and identify areas for improvement in products, processes, or services Adhere to all regulatory requirements (Consumer Protection Code (CPC); Minimum Competency Code (MCC); Financial Conduct Authority (FCA); other European regulatory needs as required) Conduct quality assurance across all aspects of the complaints handling process to ensure high quality of written and verbal responses to customer complaints including referrals to the local Ombudsman

Resolution and Communication:

Work closely with relevant departments to resolve customer complaints in a timely manner Communicate with customers professionally, providing updates on the progress of their complaints Ensure that resolutions align with company policies and regulatory requirements Act as a point of escalation for complex or high-profile complaints, providing guidance and support to team members in resolving issues Achieving and maintaining good customer outcomes and positive scoring across our customer service survey channels including Trustpilot and TNPS

Process Improvement:

Regularly review internal complaints' process to identify patterns and implement improvements Identify trends and patterns in customer complaints through data analysis across multiple platforms including TNPS and Trustpilot Collaborate with internal teams to implement improvements in products, processes, or services to prevent recurring issues and to help mitigate risks identified through complaints root cause analysis Develop and implement proactive measures to reduce the number of complaints

Regulatory Compliance:

Stay informed about industry regulations and compliance requirements Ensure that the complaints handling process adheres to all relevant regulatory standards

Reporting and Documentation:

Maintain accurate and detailed records of all complaints, investigations, and resolutions

Collaboration:

Collaborate with training to devise and implement relevant training programmes. Highlight any risks identified to the relevant department and risk management

Complaints Platform Implementation:

The complaints manager will also be responsible for supporting the delivery and implementation of a new complaints platform into the business. This will include (but not limited to):

Facilitating, arranging, and conducting user acceptance testing (UAT) Working to deadlines Supporting the project manager with information requests Supporting in the design of the processes and automatic notifications Supporting in the design of customer contact templates (Acknowledgment, summary response, and final response communications) Supporting in the design of management information dashboards Supporting the project manager/IT with integrations to and from existing platforms to optimise efficiency and effectiveness

Rewards and Benefits:

Competitive salary Private health cover Travel Insurance Income protection Company pension 25 days Annual Leave Performance based incentive Life insurance Paid parental leave. Paid sick leave. Fitness reimbursement Staff referral bonus Work anniversaries leave or a day off on your birthday

  • Complaints Investigator

    1 month ago

    Dublin, Dublin City, Ireland bank of ireland Full time

    What is the opportunity ? This role offers the opportunity to make a meaningful difference. Through strong complaints management we have an opportunity to deliver an improved customer experience and ultimately improve customer loyalty. In this role you will: Log and manage complaints on our workflow systems to ensure all key regulatory deadlines are met,...

  • Product Complaints Specialist

    3 weeks ago

    Dublin, Dublin City, Ireland Collins McNicholas Recruitment Full time

    Our client, a leading global company in the Medical Device and Pharmaceutical industry, is seeking a dedicated and detail-oriented Product Complaints Coordinator to join their team in Dublin. This pivotal role involves managing product complaints within the Irish market, ensuring compliance with all relevant legislation and company standards. You will act as...

  • Complaint Intake Specialist

    3 weeks ago

    Dublin, Dublin City, Ireland Collins McNicholas Recruitment Full time

    We have an opening for a Complaint Intake Specialist with a leading Global Medical Device company based in Athlone. The successful candidate will work as part of the Complaint Intake & Reporting team to accurately document customer-reported product complaints.Job Responsibilities: Receive, review, and accurately document and process product complaints in...

  • Regulatory Affairs Product Complaints Coordinator

    3 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    My client, one of the world's leading health care suppliers are looking for a motivated, innovative, and enthusiastic Regulatory Affairs Product Complaints Coordinator to join their team in Dublin. This is a 6-month contract position. Very competitive benefits package included and offering a Hybrid work (2 days in the office per week)The Role ·Management of...

  • Quality Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Orpea Residences Ireland Full time

    Job SummaryManor Homecare is looking for a Quality Manager to lead and manage the quality function, supporting the Operations Team in delivering top-notch, person-centered care.Reports ToDirector of Manor HomecareKey RelationshipsInternal: Clients, Families, Heads of DepartmentExternal: Regulatory bodies, auditors, contractors, suppliers, training...

  • Area Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Orpea Residences Ireland Full time

    Title: Area Manager, Manor HomecareReporting to: Director of Manor HomecareMain Goal of Position: The Manager will report directly to the Director and is responsible for managing the daily operations of their Area. This role involves overseeing a team both at the office and in the community. Responsibilities include handling complaints, safeguarding...

  • Restaurant Managers

    3 weeks ago

    Dublin, Dublin City, Ireland Louis Fitzgerald Group Full time

    Job DescriptionDue to out continued growth The Fitzgerald Group is looking to recruit Experienced Restaurant Managers for locations based in West Dublin.Top Industry Rates on Offer for the Right Candidates.About The RoleDuties & Responsibilities• To ensure all customers receive the highest standard of service....quickly, efficiently and courteously in a...

  • Hotel Duty Manager

    3 weeks ago

    Dublin, Dublin City, Ireland The Fitzwilliam Hotel Full time

    The Fitzwilliam Hotel - Duty ManagerThe renowned Fitzwilliam Hotel, located on St Stephen's Green near Grafton Street, is seeking a Duty Manager to join their team. This role focuses on ensuring seamless operations during shifts to deliver exceptional guest experiences, handle guest issues effectively, and lead the team in anticipating and exceeding guest...

  • Quality Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    JO NEW ROLE : Quality Manager required for medical device manufacturing facility in Wicklow. Reporting to the MD on-site, the successful candidate will sit on the senior leadership team. Working with clients in the US, this is a customer facing role and will be responsible for audits, managing QMS and customer complaints. Knowledge of knowledge of ISO9001,...

  • Regulatory Affairs

    3 weeks ago

    Dublin, Dublin City, Ireland Life Science Recruitment Full time

    Regulatory Affairs - Complaints Co-OrdinatorAMC0010Regulatory Affairs - Complaint Co-ordinator6 month contractHybrid - Dublin - D12Product Complaints Coordinator RoleMain tasks:Management of product complaints for products on the Irish market, from initial receipt through to closure, in conjunction with the company's Global Complaints Departments and in...

  • HR Manager

    1 month ago

    Dublin, Dublin City, Ireland Cpl Full time

    About the FSPO The Financial Services and Pensions Ombudsman (FSPO) was established to resolve complaints from consumers, including small businesses and other organisations, against financial service providers or pension providers. The FSPO provides an independent, fair, impartial, confidential and free service to resolve complaints through either informal...

  • HR Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    About the FSPOThe Financial Services and Pensions Ombudsman (FSPO) was established to resolve complaints from consumers, including small businesses and other organisations, against financial service providers or pension providers.The FSPO provides an independent, fair, impartial, confidential and free service to resolve complaints through either informal...

  • Bar Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Fitzpatrick Castle hotel Full time

    SCOPE AND GENERAL PURPOSE OF JOB:To ensure high quality standards and attentive service for customers, controlling all aspects of hotel bars in line with regulations and policy.ACCOUNTABILITIES:Management & Rostering of Beverage Department EmployeesBeverage menu creation and pricingTraining & development of employeesEnsuring smooth operation with other...

  • Front Office Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Buswells Hotel Full time

    We are looking for a highly motivated individual with excellent attention to detail and customer service skills who can stay calm under pressure while ensuring the highest standards of service delivery are carried out on a daily basis.Must be eligible to work 39hrs per week Hotel reception experience essential Fluent English Computer literate Time management...

  • Quality Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Meatex Trading Ltd. Full time

    The Quality Manager will report to the Senior Quality Manager. They are involved with the management of the Quality Assurance team and the Quality Control team.They will ensure that products are produced to the highest level of quality andcompliant with the specification of both the customerand relevant bodies. The Quality Manager will play a supporting...

  • Quality Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Meatex Trading Ltd. Full time

    The Quality Manager will report to the Senior Quality Manager. They are involved with the management of the Quality Assurance team and the Quality Control team.They will ensure that products are produced to the highest level of quality andcompliant with the specification of both the customerand relevant bodies. The Quality Manager will play a supporting...

  • Assistant Manager

    3 weeks ago

    Dublin, Dublin City, Ireland SPAR Ireland Full time

    SPAR, Main St, Rochfortbridge Co Westmeath require a full time Store Assistant Managerto join their team.OBJECTIVETo assist the store manager in the delivery of store targets (both in terms of sales & profitability) through the effective management of store operations and personnelJOB DESCRIPTIONSUPERVISORYSupervise the activities of retail sales team on a...

  • Urgent: Clerical Officer

    3 weeks ago

    Dublin, Dublin City, Ireland CPL Full time

    My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contractDuties Creation of new complaints on the Complaint Management System (CMS) Creating a new complaint record Reviewing submitted documentation to extract specific information and completion of related fields in the CMS...

  • Clerical Officer

    3 weeks ago

    Dublin, Dublin City, Ireland Cpl Full time

    My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contractDutiesCreation of new complaints on the Complaint Management System (CMS)Creating a new complaint recordReviewing submitted documentation to extract specific information and completion of related fields in the...

  • Clerical Officer

    1 month ago

    Dublin, Dublin City, Ireland Cpl Full time

    My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contractDutiesCreation of new complaints on the Complaint Management System (CMS)Creating a new complaint recordReviewing submitted documentation to extract specific information and completion of related fields in the...