Complaints Co-Ordinator

Job Overview

The primary function of the Complaints Coordinator is responsibility for managing and overseeing the complaints process within Mullingar Support Centre, ensuring that customer grievances are addressed efficiently and compliantly in accordance with CPC guidelines.

Job Responsibilities

Working closely with and reporting to the Contact Centre Manager, you will be results focused and your key responsibilities will include:

• Complaint Management: Act as the main point of contact for complaints, either from customers, clients, or stakeholders

• Logging Complaints: Record all incoming complaints systematically in a tracking system

• Classification: Classify and prioritize complaints based on severity, type, and impact on the organization

• Investigation and Resolution: Investigate Complaints, gather facts, and liaise with relevant departments to understand the issue

• Coordination with Departments: Work closely with internal teams (e.g., Consumer, Alliance, Servicing, etc.) to resolve the complaints

• Decision-Making: Evaluate the findings and propose resolutions or compensation as per company guidelines

• Communication: Keep complainants informed throughout the process and provide clear explanations of the outcomes

• Regulatory Compliance: Ensure that the complaint-handling process complies with industry regulations, legal requirements, and internal policies

• Record Keeping: Maintain comprehensive records of complaints, investigations, and outcomes for future reference and audits

• Reporting: Regularly generate reports to senior management, outlining trends, key issues, and metrics related to complaints

• Continuous Improvement: Identifying Patterns, analyse complaints data to identify recurring issues and root causes

• Feedback to Management: Provide feedback and recommendations for process improvements to reduce complaints in the future

• Training Collaborate with training teams to educate staff on complaint-handling procedures and customer service best practices

• Customer Relations: Customer Satisfaction to ensure complaints are handled in a manner that aims to restore customer trust and satisfaction

• Escalation Management: Manage escalated or high-risk complaints, ensuring timely and appropriate resolution

• Response Times Ensure timely responses and adherence to company policies regarding maximum response and resolution times

• Risk Management: Identify complaints that could pose legal risks or financial liabilities and work with other teams to mitigate these

• Compensation Handling Ensure any compensatory actions (refunds, credits) are processed accurately and in line with company guidelines

Job Responsibilities

Education

Hold a third level qualification and / or appropriate professional qualification and be APA, CIP qualified or Grandfathered in the area of selling personal and commercial insurance).

Experiences

Skills:

Customer focused

Excellent negotiation, influencing & decision making skills

Ability to self-motivate and work on own initiative and also work as part of a team

Strong resilience

Target driven and results orientated

Proactive approach

Proficient in MS Office Suite – MS Word, Excel, PowerPoint

Competencies

Strong organisational skills

Excellent communication skills (written & verbal)

Commercial awareness

Problem solving

Meet regulatory requirements as described in the Minimum Competency Code (Source: Central Bank, 2011) and Fitness and Probity Standards (Source: Central Bank, 2012).