Senior Complaint Investigator

2 weeks ago

Bristol, United Kingdom Bank of Ireland Full time

**Description of business unit**:
Customer Relations is a centralised business unit that provides support to customers who have felt the need to complain, require access to their data (GDPR) or need to register a bereavement. This particular role sits within our Lending Complaint Team which is responsible for investigating and responding to complaints from our Mortgage and Personal Loans customers. The role is critical to rebuild trust and confidence in the Bank with the customer.

**Purpose of the Role**:
We all understand that from time to time things go wrong, having specialists responsible for how we respond is critical to maintaining long and productive relationships with our customers.

**Key Accountabilities**:

- Conducting thorough investigations into complaints received from our customers via interrogation of systems, call listening and from speaking to customers.
- Accountability for leading own case load in line with both internal policies and regulatory requirements.
- Producing professional and 'easy to understand' responses to customer complaints (written and by phone), addressing all areas of complaint and being available to discuss the outcome with customers.
- Contributing towards continuous improvement and root cause through internal sessions and with relevant product businesses.
- Identify vulnerability and making reasonable adjustments to the complaint process to support our customer

**What is the opportunity ?**:
Opportunity to join a high performing team of complaint handling experts across multiple products and brands.

Make a difference for our customers by addressing complaints in a professional manner and restore faith in the organisation.

Operating under a hybrid working model with access to recently refurbished offices in central Bristol.

**Essential Skills & Experience**:

- Previous experience of working in a busy customer service delivery role.
- A clear desire to learn and develop.
- Experience of planning and prioritisation of workloads
- Proficiency in MS Office and technologically literate
- Team player, with great attention to detail and familiar with written communications to customers

**Desirable Qualifications, Skills & Experience**:

- Previous Banking and/or complaint handling experience.
- Coaching experience.

**Key Competencies**
- Customer Focused - Self
- Agile - Self
- Accountable - Self
- Amplify Capability - Self
- Manage Risk - 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.**

**Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

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