Your new company
Join a leading financial services organisation, known for its commitment to excellence and innovation in the industry. Our client values teamwork, integrity, and continuous improvement, offering a dynamic and supportive work environment.
Your new role
Our client is hiring a Customer Experience Specialist for their Operations department. In this pivotal role, you'll be the main point of contact for all customer complaints, handling them with professionalism and efficiency. You'll ensure complaints are resolved promptly and in accordance with company policies, while also providing valuable insights to senior leadership to enhance our customer experience. Note that this role is a Control Function role.
Key Responsibilities:
1. Address and resolve customer complaints received through various channels.
2. Conduct thorough investigations, collaborating with internal teams and external partners.
3. Keep detailed records of complaints and ensure compliance with regulatory timelines.
4. Analyse complaint data to identify trends and drive continuous improvement.
5. Present comprehensive reports on complaint trends and resolutions to senior leadership.
6. Work closely with Compliance and Risk teams to ensure adherence to Central Bank of Ireland regulations.
7. Communicate effectively with customers to ensure satisfactory resolutions.
8. Generate KPI reports and perform data analysis to support business decisions.
9. Monitor and address low Customer Happiness Index (CHI) scores, ensuring all concerns are resolved.
What you'll need to succeed
10. Minimum APA - Loans and Regulations with current CPD hours.
11. Proven experience in complaint handling within a regulated environment.
12. Preferably, a degree in Business or Finance.
13. Strong customer focus with excellent communication and interpersonal skills.
14. Ability to engage effectively at all organisational levels.
15. Self-motivated with the ability to work independently.
16. Exceptional organisational skills and attention to detail.
17. Ability to meet strict deadlines across multiple tasks.
18. Proficiency in verbal, written, and numerical skills.
What you'll get in return
This is a permanent, full-time position offering a competitive salary package based on experience and qualifications. You'll work in a dynamic and supportive environment with opportunities for professional growth and development.