The AA is embarking on an exciting growth and transformation phase and is seeking to recruit a Complaints Handler for it's Compliance Operations team.
Reporting to the Compliance Operations Lead, the successful candidate will manage a range of compliance cases, including complaints, data-protection breaches, data subject access requests, and error administration. The role also involves monitoring frontline agent interactions to ensure accuracy, compliance, contact standards, and adherence to policies and procedures.
This role will sit as part of our wider Customer Operations function.
What We Offer:
* Annual base salary of up to €35,000 DOE plus bonus potential.
* Hybrid work eligibility post training
* 22 days annual leave + 2 company days (Good Friday & your birthday)
* Exclusive discounts on AA insurance & free AA membership
* Pension contributions
* Subsidized FlyeFit Gym membership
* Three Ireland mobile discounts
* Health insurance discounts
* Fully paid family leave (maternity/paternity/adoptive)
* Income protection & life cover
* Bike-to-Work & TaxSaver commuter schemes
* Employee Assistance Programme
The Candidate should have the following:
Minimum qualifications, experience & skills -
* Financial services experience preferable, ideally APA qualified
* Minimum of 2 years experience in customer facing role
* Experience of exposure to Complaint processes and/or Call Quality processes
* Awareness of regulations e.g. CPC, GDPR, MCC, and of the Irish regulatory environment
* Strong communication skills, both written and verbal.
* Attention to detail
* Excellent organisation and time management skills with the ability to prioritize workloads
* Excellent drive, enthusiasm and commitment and a keen interest in developing their career
* Excellent proficiency in all Microsoft Office software also essential (Excel, PPT)
Key Responsibilities:
As the AA business continues to evolve, so too will the responsibilities of this role evolve and change over time. The primary responsibilities and focus areas for this role will include the following:
* Management of the relevant compliance registers and folders, case files (complaints, breaches, etc.)
* Contribution to complaint management to ensure that all complaints are resolved within CPC timeframes, root cause identified
* Contribution to insurer related queries including call/documentation requests, claim queries and insurer audits
* Compliance reporting – Monthly MI on complaints, breaches, errors, subject access requests, call retrievals
* Contribution to error management to ensure that all errors are resolved within CPC timeframes, reported to CBI as appropriate and ensure that root cause is identified
* Best practice workshops/training for Agents on complaint handling
* Contribution to management of GDPR data subject requests to ensure these are issued /resolved within timeframes
* Any insights provided to customer facing teams as per the above reporting should improve the overall customer experience and capability of our teams. Monitoring and feedback will provide insight on areas for continuous improvement for the wider business
* Administration of the company accredited register
About the AA
The AA (Ireland) is Ireland's premier motoring organisation, established over 110 years ago. Best known for AA Membership and roadside rescue, our trained mechanics in the AA Patrols fix 8 out 10 breakdowns on the side of the road, 24/7, 365 days a year.
In addition to our expertise on Irish roads we are also one of the country's leading insurance providers. Our track record of providing reassurance, support and innovative thinking is unrivalled, finding the cover that best suits our customers, at the best possible price. We provide AA Membership, AA Car Insurance, AA Home Insurance, AA Home Membership and AA Travel Insurance.
In 2020 the AA was purchased by Further Global Capital Management and is on an exciting growth and transformation journey. The AA currently employs approximately 720 employees.
More information on the AA is available on our website:
Job Types: Full-time, Permanent
Pay: €30,000.00-€35,000.00 per year
Benefits:
* Additional leave
* Bike to work scheme
* Company events
* Company pension
* Employee assistance program
* Employee discount
* Gym membership
* Work from home
Application question(s):
* This role will be based in our Dublin 2 office during training. Post training, it will transition to a hybrid model, but employees will still be required to travel to the office regularly, anywhere from 1 to 3 days per week. Are you able to commit to regularly commuting to Dublin 2 as required?
Experience:
* Complaint handling: 2 years (required)
Work authorisation:
* Ireland (required)
Work Location: Hybrid remote in Rathmines West, Dublin, CO. Dublin