Person, Face, Finger, Beard

Complaint Investigator

Bristol

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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Complaint Investigator

Bristol, England, United Kingdom | Permanent | Full time

Complaint Investigator

  • Bristol, England, United Kingdom
  • Full time
  • Closing on: Dec 6 2022

Description of business unit

The role sits within the UK Customer Relations operation, part of the Office of the Chief Operating Officer within Bank of Ireland UK PLC.

In addition to complaint management, the team is made up of several different functions that include the Bereavement Unit, leading the Banks relationship with the Financial Ombudsman Service and the fulfilment of DSAR/DSR requests.

Activity highly regulated by the FCA via its Dispute Resolution Rulebook, GDPR and FCA best practice linked to deceased customers.

Purpose of the Role

Customers often understand that occasionally things go wrong. The role is critical to how the Bank responds and addresses the issue and is a key driver behind customer satisfaction!

Key Accountabilities

  • Delivering fair outcomes to customers via the complaints process based on a thorough investigation of the facts of the case, considering customer circumstances, policies, legal and regulatory expectations.
  • Leading a case load from point of allocation through to production of the Banks final response. Completing detailed interrogation of records before reaching a conclusion.
  • Awareness of potential customer vulnerabilities and apply that knowledge to outcomes and/or adjustments.
  • Producing written complaint responses that are clear, free from jargon and written in a style that suits the customers circumstances.
  • Receive inbound and make outbound calls to/from customers.

What is the opportunity?

Three roles available in our Customer Relations Team based in Bristol (hybrid working). Roles span across our Mortgage, Personal Loans and Current Account (Personal and Business) teams.

Opportunity to really make a difference for our customers through our complaint resolution processes. Delivering fair outcomes for our customers is front and central to our thinking

Essential Qualifications

5 X GCSEs A-C including Maths and English (or equivalent)

Essential Skills & Experience

  • Previous complaint handling / dispute resolution experience required.
  • Strong understanding of regulatory requirements linked to financial services complaints.
  • Good understanding of basic banking products, including Loans, Current Accounts and Mortgages.

Desirable Qualifications, Skills & Experience

  • Experience within a multi product/brand Financial Services industry.
  • Experience in customer service (face to face / telephony) roles.
  • Strong letter writing skills.
  • Experience of working in a highly charged and emotionally challenging role.

#LI-HYBRID

Key Competencies

  • Customer Focused - Self
  • Accountable - Self
  • Manage Risk - Self
  • Agile - Self
  • One Group, one team - 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. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact recruitdirect@boi.com.

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.

 

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