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, minimising breaches.
  • Work collaboratively with teams across the business to resolve customer complaints
  • Minimise the escalation of complaints to the Financial Services Pensions Ombudsman through best in class complaint handling and ensuring you take a customer centric approach.
  • Manage and effectively organise your caseload operating to specific SLAs and turnaround times.
  • Knowledge of and adherence to complaints policy and procedures

What will make you stand out?

Ability to work within a team and collaboratively with colleagues and various partners. Strong planning, organisational and process adherence skills, exhibiting a high degree of accuracy and attention to detail. Excellent Communication and letter writing skills. Self-motivating with a focus on achieving targets and meeting deadlines. An understanding of the Group's processes, procedures and compliance requirements. Proficiency in the use of Microsoft packages.

Experience with any of the following will help you to stand out but is not necessary in order to apply for this role;

  • Compliance background or qualification.
  • Background in Management Information (MI).
  • Prior experience within a Complaints Management function

Essential Qualifications

QFA qualified

More about the team

Our Complaint Management Team (CMT) manages approximately 3,000 investigative complaints each year across both Bank of Ireland Life and New Ireland. Working together with colleagues across the company, the Complaints Team manage and respond to complaints which customers have raised. The team also supports other teams with complaints training and conduct complaints Root Cause Analysis to ensure that commonly recurring problems are identified and fixed for our customers.

This is a hybrid role and can be done anywhere in the Republic of Ireland with the primary office location as Dublin. Travel will be required for in person collaboration exact frequency to be agreed with manager.

#li-hybrid #ij-hybrid

Why work with us?

The Bank of Ireland company culture prioritises work life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports. Your wellbeing is important to us, we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career

Key Competencies

  • Customer Focused - Self
  • One Group, one team - Self
  • Agile - Self
  • Accountable - Self
  • Champion Transformation - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact

#J-18808-Ljbffr

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