Overview
Salary: up to 45K + annual bonus + pension + insurance discounts + benefits
We’re working with a leading insurance provider in Ireland that’s looking to bring a Complaints Handling Specialist onto their team. This is a backfill position due to internal movement—a great opportunity to join a stable and supportive team that plays a key role in customer outcomes and regulatory compliance.
Responsibilities
You’ll be part of the dedicated Complaints Team (currently 5 people), reporting directly into the Complaints Manager. Your main focus will be managing and investigating customer complaints—informal and formal—received through the sales channels.
* Investigating formal complaints and preparing well-structured responses
* Supporting complaints escalated to Financial Services
* Identifying trends, root causes, and areas for improvement from complaint data
* Flagging quality issues and sharing feedback with relevant teams
* Assisting with complaint-related training and internal processes
* Collaborating with quality and compliance teams as needed
Qualifications
What you’ll need to bring:
* A qualification - Fully APA qualified is essential; CIP is preferred
* Solid experience handling customer complaints—ideally in financial services or insurance
* A good understanding of Consumer Protection Code (CPC) guidelines
* Strong written and verbal communication skills—you’ll be drafting formal responses and speaking with various stakeholders
* A high level of accuracy and attention to detail
* Confidence using Microsoft Office and internal systems
* A proactive, organised approach to work—you’ll be managing deadlines and multiple priorities
Why this role
This is a great opportunity to work with an experienced and supportive team where your voice is heard, and your insights make a real difference to both customers and internal processes. If you’re someone who enjoys problem-solving and wants to contribute to improving customer outcomes, this could be the right fit for you.
How to apply
If you are curious to know more and if your profile fits perfectly with this position, please reach out to Iraia at +353 15225356 or send us your updated CV to iraia.sanchez@recruiters.ie
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