A leading financial services organisation seeks a Customer Experience Specialist for their Operations department. This pivotal role involves handling customer complaints with professionalism and efficiency, ensuring timely resolution in accordance with company policies.
Key Responsibilities:
* Address and resolve customer complaints received through various channels.
* Conduct thorough investigations, collaborating with internal teams and external partners.
* Maintain detailed records of complaints and ensure compliance with regulatory timelines.
* Analyse complaint data to identify trends and drive continuous improvement.
* Present comprehensive reports on complaint trends and resolutions to senior leadership.
* Work closely with Compliance and Risk teams to ensure adherence to Central Bank of Ireland regulations.
* Communicate effectively with customers to ensure satisfactory resolutions.
* Generate KPI reports and perform data analysis to support business decisions.
* Monitor and address low Customer Happiness Index (CHI) scores, ensuring all concerns are resolved.
Requirements:
* Minimum APA - Loans and Regulations with current CPD hours.
* Proven experience in complaint handling within a regulated environment.
* Possession of a degree in Business or Finance.
* Strong customer focus with excellent communication and interpersonal skills.
* Ability to engage effectively at all organisational levels.
* Self-motivated with the ability to work independently.
* Exceptional organisational skills and attention to detail.
* Proficiency in verbal, written, and numerical skills.
* Eligibility to work long-term in Ireland is essential.
What You'll Get:
* A permanent, full-time position offering a competitive salary package based on experience and qualifications.
* The opportunity to work in a dynamic and supportive environment with opportunities for professional growth and development.