Role Title: Complex Complaints and Errors Specialist
Location: Dublin 2/ Sandyford or Swords/Limerick/Cork/Galway with Hybrid Working
This role is being offered on a permanent basis.
About the Role:
In 2020, Customer Care and Group Conduct were brought together to form Customer Care & Outcomes (“CC&O”). The focus of the new area is the delivery of fair customer outcomes while also meeting our regulatory responsibilities under the Consumer Protection Code and Consumer Protection Risk Assessment (“CPRA”).
CC&O will achieve its mission by:
Applying a robust conduct lens to the Bank’s activities.
Best in class complaints management when things go wrong.
Rigorous analysis of the root cause of issues and problems.
The generation of meaningful insights and data.
The application of learnings to mitigate future risks.
Key to the delivery of the CC&O mission is the centralisation of complex complaints and errors in the Bank’s complaints Centre of Excellence in Limerick (“CCL”). The role holder will be responsible for the management of complex errors and complaints across the Bank, with the objective of achieving fair customer outcomes, while also discharging our regulatory obligations under the Consumer Protection Code. Customer Care Limerick also manages complex complaints for Senior Management, including complaints on behalf of the CEO, Exco and Non-Executive Directors.
Key Responsibilities Include:
Develop, lead, and motivate a team of customer care specialists to deliver fair customer outcomes, while also better meeting the Bank’s regulatory responsibilities, leading to a reduction in the very significant costs and risks associated with complaint flows to the Financial Services and Pensions Ombudsman.
The role holder will be involved in the management and resolution of high profile, complex complaints or on our Financial Services and Pensions Ombudsman team (FSPO) dealing with submissions to the external FSPO office. This will involve the application of significant levels of personal judgement and expertise in addition to the application of relevant legislation, regulation, and Bank policy.
Management of a variety of senior stakeholder relationships, while influencing the wider Bank to deliver fair customer outcomes. Delivery of service to agreed levels (SLAs) in line with Audit and regulatory requirements.
Direct involvement with the Bank’s customer base in an effort to resolve complex customer complaints.
Take responsibility for the personal development and wellness of our teams to deliver a high performing team of customer care specialists.
Continually monitor team performance, while creating efficiencies and improvements so as to deliver a best-in-class customer service.
Work closely with the wider Customer Care & Outcomes Team (Conduct, Root Cause Analysis, CCL, and Stakeholder Engagement) to ensure the successful delivery of the broader CC&O strategy.
What you will bring:
Experience in a complex complaint handling role, who has a unique combination of operational experience, technical/regulatory knowledge, combined with an empathetic and customer orientated approach.
Leadership experience with an ability to create a clear sense of direction and a strong track record of motivating others to deliver fair customer outcomes despite the challenging nature of the business.
The ability to manage internal stakeholders at all levels, build strong working relationships, and influence and challenge where required.
Proven resilience in operating in what can be a stressful environment and in leading staff in such an environment.
QFA qualified or working towards the completion of the qualification, this is an MCC role, so applicants who do not hold the appropriate qualifications cannot be considered.
Life at AIB
At AIB, we have a clear purpose - to back our customers to achieve their dreams and ambitions. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. That goes for our employees too. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.
We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.
AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard for Diversity and Inclusion. We work to ensure that AIB is a place where diversity is welcome, everyone can thrive, and inclusion is a universal experience. Our working environment is one in which talented individuals of all backgrounds can realise their full potential, enjoying rewarding careers in the service of our customers.
If you feel you have what it takes, click apply and fill in the online application form. If you would like more information or have any special requirements or needs that would support you during the recruitment process then please contact the Talent Acquisition Team at careers@aib.ie
By when? Closing date is 18th May 2023
Disclaimer:
Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.
