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Customer Service Advocate

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Dublin, Dublin City, Ireland beBeeComplaintsHandling Full time €45,457
Job Title:

Customer Service Advocate


Role Overview

We are seeking a skilled Complaints Handling Specialist to join our team. As a key member of our organization, you will play a vital role in customer outcomes and regulatory compliance.


Main Responsibilities
  • Manage and Investigate Complaints: Handle customer complaints received through various channels, identifying root causes and areas for improvement.
  • Prepare Responses: Develop well-structured responses to formal complaints, ensuring high accuracy and attention to detail.
  • Support Escalated Cases: Collaborate with quality and compliance teams to resolve escalated complaints.
  • Identify Trends and Areas for Improvement: Analyze complaint data to identify trends and recommend process improvements.
  • Flag Quality Issues and Share Feedback: Report quality issues and share feedback with relevant teams to enhance overall performance.
  • Assist with Training and Processes: Support complaint-related training and internal processes to ensure seamless operations.

Requirements
  • Qualifications: Fully APA qualified is essential; CIP is preferred.
  • Experience: Solid experience handling customer complaints, preferably in financial services or insurance.
  • Knowledge: Good understanding of Consumer Protection Code (CPC) guidelines.
  • Communication Skills: Strong written and verbal communication skills to draft formal responses and engage with stakeholders.
  • Attention to Detail: High level of accuracy and attention to detail to ensure quality work.
  • Technical Skills: Confidence using Microsoft Office and internal systems.
  • Work Approach: Proactive, organized approach to work, managing deadlines and multiple priorities.