Customer Experience/ Complaints Specialist | Permanent | Dublin / Hybrid ( 2 days onsite)
Our client is a leading provider of innovative financial solutions in the automotive industry, committed to delivering exceptional service and customer satisfaction. With a strong presence across Ireland, they work closely with their dealer network and customers to provide tailored financial products that enhance the car ownership experience.
They are currently seeking a Customer Experience Specialist within our Operations department. This is a key role responsible for managing and resolving all customer complaints with professionalism and efficiency.
We are looking for an experienced complaints specialist who can work independently, ensuring high-quality outcomes while maintaining compliance with all regulatory requirements. This role also plays a vital part in reporting insights and presenting findings to senior leadership, helping to drive improvements in customer experience.
Responsibilities
- Manage and resolve all customer complaints received via phone, email, and written correspondence, ensuring they are handled promptly and in line with company policies and standards.
- Act as the central point of contact for all complaints across the business.
- Investigate each complaint thoroughly, liaising with relevant internal teams and external partners to ensure fair and compliant resolutions.
- Maintain accurate records and tracking of all complaints, ensuring adherence to regulatory response timeframes and reporting any breaches as necessary.
- Identify trends and root causes, using complaint insights to drive continuous improvement in customer experience.
- Prepare and present detailed reports on complaint trends, resolutions, and key insights to Senior Leadership and the Customer Centricity Committee.
- Collaborate closely with Compliance and Risk teams, attending regular meetings to ensure alignment with all Central Bank of Ireland (CBI) regulations.
- Deliver clear and professional customer communications, ensuring satisfactory resolution wherever possible.
- Produce KPI reports and data analysis, including root cause analysis, to support business decision-making.
- Monitor and follow up on low score Customer Happiness Index (CHI) scores, ensuring all customer concerns are fully resolved. Identify recurring issues and collaborate with internal teams to drive improvements in the customer experience.
- This role is a control function role (CF-8) as defined by the Central Bank Reform Act Regulations 2011 and will be required to comply with the necessary Fitness and Probity obligations.
Requirements
- Fully qualified Financial Advisor (QFA) or part qualified (APA) with up-to-date CPD hours (Required).
- Demonstrable experience in a complaint handling role within a regulated environment (required).
- Degree in Business or Finance related discipline preferable.
- Strong customer ethos with excellent communication and interpersonal skills.
- Ability to communicate across all levels of the organisation.
- Highly motivated with the ability to work on own initiative.
- Excellent organisational and administrative skills with outstanding attention to detail.
- Capable of working to strict deadlines across multiple tasks.
- Enthusiastic and positive attitude.
- Ability to resolve complex problems.
- Strong verbal, written, and numerical competence essential.
- Fluent English (written and spoken).
- If you are passionate about customer service and have the expertise to handle and resolve complaints in a professional and compliant manner
