Customer Care Advisor (APA + PDI04 qualified) to provide an effective support service within the Complaints department to ensure that the business objectives and regulatory obligations are met and exceeded.
This is a part time role (20 hours per week) providing logistical and administrative support to the Customer Relations Manager and her/his team to enable them to carry out their roles efficiently and effectively.
To provide advice to customers/Third Party Networks and partners in the provision of emergency vehicle/home assistance services and travel to customers of AXA Assistance clients in Ireland in relation to complaints.
Key Responsibilities
1. Responsible for the proper handling and resolution of customers’ complaints in accordance with regulatory requirements and timescales, and to meet targets for resolution of complaints whilst maintaining high levels of quality.
2. Compliance with all relevant legal and regulatory standards is mandatory, alongside the requirements of the Central Bank of Ireland and the Financial Services Ombudsman’s Bureau (FSOB and Financial Conduct Authority).
3. Investigate all complaints to establish root causes and implement improved processes to avoid repetition.
4. Maintain complaints database and provide MI to the business and clients.
5. Recognise potential compliance breaches and report to the business.
6. Support and assist other team members in the resolution of complaints.
7. Participate in the provision of feedback to the business with the aim of reducing numbers of complaints and improving customer outcomes.
8. Identify shortfalls in the quality of customer service and take necessary steps to make required improvements.
9. Introduce new processes and procedures in the complaints area and other initiatives designed to reduce the volume, cost, and impact of complaints.
10. Answer recurring correspondence with the complainant.
11. Provide support for other Operational Business Centres as required.
To Build Personal and Professional Development
Maintenance of relevant learning and development needs and any professional qualification/accreditations (such as APA/CIP where required in line with business/job needs).
Essential Criteria
1. Minimum of 3 years’ experience working in customer-facing areas.
2. CIP Qualified or, APA plus PDI-04 accredited.
3. Strong knowledge of regulatory requirements and timescales for complaint handling.
4. Analytical skills.
5. Excellent organizational and time management skills.
6. Excellent written and verbal communication skills.
7. Ability to use initiative.
8. Ability to meet deadlines.
9. A willingness to be flexible.
10. Ability to work under pressure.
11. Ability to use Excel and Word to an intermediate level.
12. Willingness to learn and to adapt to change.
13. Support the Business in transformation projects.
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