Complaints case handler

*MUST HAVE APA QUALIFICATION in Loans AND Regulations*

Location: Airside OR Central Park, Sandyford

Contract: 12-month contract

Working Model: Hybrid – 3 days onsite per week

Working Hours: 37 hours per week

Pay: €40,000 to €44,000 per year one

Join a customer-focused team where you’ll play a key role in resolving complex complaints and ensuring every customer receives a fair, consistent and positive outcome. This is an opportunity to make a real impact by investigating issues, identifying root causes and working with teams across the business to drive meaningful improvements. You’ll also play an important role in supporting regulatory standards while helping shape better customer experiences and outcomes.

What will my day to day look like?

• Manage and investigate a range of mortgage and non-mortgage customer complaints, ensuring they are handled fairly, consistently and in line with regulatory requirements.
• Lead high-quality investigations and customer responses, ensuring complaints are resolved to the highest standards of customer service.
• Review and maintain accurate, secure and well-organised case records, ensuring information is readily available for queries, follow-ups and further action.
• Draft clear, professional and empathetic written responses to customers, communicating investigation outcomes and resolutions effectively.
• Manage complex customer complaints through to final response, using sound judgement, expertise and a strong understanding of relevant legislation, regulation and internal policies.
• Identify key themes, trends and potential issues arising from complaints, supporting the wider business in improving processes and preventing repeat issues.
• Support the Team Leader and wider management team with reporting, management information and ad hoc activities to support the effective operation of the function.
• Ensure all complaints are managed with a strong focus on delivering fair customer outcomes while meeting regulatory and customer protection responsibilities.

Key Requirements

• Customer-focused professional with proven experience handling customer queries, concerns or complaints and a strong commitment to delivering positive outcomes.
• Strong technical and regulatory knowledge, combined with an empathetic, professional and customer-centric approach.
• Minimum APA qualification in Loans and Regulation, or actively working towards a full QFA qualification.
• Previous experience in complaints management or resolution is highly desirable, particularly where the role has involved investigating issues and drafting clear, well-structured customer correspondence.
• Experience within a financial services or regulated environment would be an advantage.
• Excellent written and verbal communication skills, with the ability to communicate complex information clearly and professionally.
• Strong attention to detail, with the ability to analyse information thoroughly, exercise sound judgement and maintain accurate records.
• Highly organised and capable of managing multiple cases and priorities while maintaining a consistently high standard of work.

What We Offer

• Competitive salary
• 12-month contract
• Hybrid working model – 3 days onsite per week
• 37-hour working week
• Opportunity to gain further experience within the financial services and credit sector.
• Supportive and professional working environment.
• Convenient locations in Airside and Central Park, Sandyford, Cork or Limerick