Senior Complaint Investigator

What is the opportunity

This is an exciting opportunity to 'make a difference for our customers through the detailed investigation of complaints received and through the delivery of fair outcomes to our customers in line with internal expectations and regulatory requirements.

To work closely with the UK Customer Relations Management Team, acting as deputy for your Team Leader and undertaking various control and oversight roles in addition to the primary activity of complaint management.

In this role you will:

• Ensuring compliance with Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls
• Delivering fair outcomes to customers through thorough investigations, considering customers circumstances, Bank's policies, regulatory and legal requirements
• Building relationships with product, distribution and operational teams to obtain required inputs to deliver fair outcomes and knowing when to escalate matters to enable timely delivery of responses to customers
• Using investigative skills to interrogate systems, review documentation/evidence and, where required, challenge current positions to deliver fair outcomes
• Ability to operationally manage a case load by providing customers with regular updates; adhering to both internal and regulatory timescales; and proactively driving final decisions and fair outcomes
• Produce written responses to customer complaints using

What will make you stand out?

Experience within a multi-product Financial Services Industry in a customer facing position either face to face or over the phone. Demonstrating exceptional listening and investigation skills together with a problem solving mindset

Able to demonstrate strong communication and letter writing skills showing excelling attention to detail and delivering quality customer outcomes.

Experience of working in a highly charged and emotionally challenging role preferred

Ability to demonstrate workflow management, prioritisation and delivery for customers

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The Complaint Investigator role sits within the UK Customer Relations (UK Customer Complaints) operation as part of the UK Operations within Bank of Ireland UK plc.

In addition to complaint management, the UK Customer Relations Team is made up of several different functions that include the Vulnerable Customer Unit, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - Self
• One Group, one team - Self
• Manage Risk - Self
• Accountable - Self
• Agile - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.