Complaint Handler Specialist with APA

Complaints and Case Handler Specialist
Client is a well-established Financial Management firm based in West Dublin, now have an opening for a Complaints & Case Handling Specialist.

This is a full time, permanent position, the salary is circa €35K, pension and extra holidays.

Key Responsibilities:

Complaints:

Investigate and resolve customer complaints
Case-manage the resolution process and associated customer communications
Support the Complaints & SARS Team Leaders
Process Data Subject Access Requests, DSARs.
Check and report final hold letters, acknowledgment and response letters prior to final issue
Manage inbound and outbound telephone calls and correspondence
Log all calls and details of the complaints in the Complaints Log,
Fully investigate and analise all complaints and queries
Report Complaints to Clients in line with contractual obligations, and work with the client in investigating or addressing concerns raised in the complaint
Implement the seven stages of complaints handling: acknowledgment, assessment, planning, investigation, response, review, consideration of systemic issues
Communicate and enjoy working in a busy team environment
Communicate with Managers and Team Leaders on the best approach to managing feedback, addressing issues and identifying training requirements.
Report and Risk Events or Breaches to the Compliance team
Record all DSARs are accurately recorded, acknowledged, processed in line with DP.
Your Experience:

Have experience in a busy customer service environment
1 - 2 years in a similar type of role
Excellent attention to details and really thrive on problem solving issues
Enjoy working is a fast paced, busy team environment and meeting deadlines
Have exceptional customer service skills and negotiation experience
Have good organisational skill and be proactive
Microsoft Office Word and good Excel
Experience in a complaint handling environment would be a plus.
Salary: €35K plus extra holiday and pension

Benefits: Contributed Pension, extra holidays

If you are interested in the above role please apply directly on this site.