This range is provided by Hays. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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
1. Minimum APA - Loans and Regulations with current CPD hours.
2. Proven experience in complaint handling within a regulated environment.
3. Preferably, a degree in Business or Finance.
4. Strong customer focus with excellent communication and interpersonal skills.
5. Ability to engage effectively at all organisational levels.
6. Self-motivated with the ability to work independently.
7. Exceptional organisational skills and attention to detail.
8. Ability to meet strict deadlines across multiple tasks.
9. Proficiency in verbal, written, and numerical skills.
10. Long-term eligibility to work in Ireland is essential.
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.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
Desired Skills and Experience
1. Complaint Resolution: Expertise in managing and resolving customer complaints efficiently.
2. Customer Service: Strong customer focus with excellent communication and interpersonal skills.
3. Regulatory Compliance: Knowledge of regulatory requirements and industry standards, particularly in the financial services sector.
4. Analytical Skills: Ability to analyze complaint data to identify trends and drive continuous improvement.
5. Communication Skills: Proficiency in verbal and written communication, capable of engaging effectively at all organizational levels.
6. Problem-Solving: Exceptional problem-solving skills to address complex customer issues.
7. Organizational Skills: Strong organizational and administrative skills with outstanding attention to detail.
8. Data Analysis: Experience in generating KPI reports and performing data analysis to support business decisions.
9. Customer Happiness Index (CHI): Ability to monitor and address low CHI scores, ensuring all customer concerns are resolved.
10. Collaboration: Ability to work closely with Compliance and Risk teams to ensure adherence to regulations.
11. Project Management: Proficiency in project management tools and methodologies (e.g., Prince2, Jira).
12. Presentation Skills: Comfortable presenting insights and findings to senior leadership.
13. Self-Motivation: Highly motivated with the ability to work independently and manage multiple tasks.
14. Financial Qualifications: Minimum APA - Loans and Regulations with current CPD hours; CIP and QFA qualifications are ideal.
Hays Ireland is a trading division of Hays Specialist Recruitment (Ireland) Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, General Business, and Quality Assurance
Industries
Banking, Capital Markets, and Financial Services
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