What is the opportunity

A fantastic opportunity to join a new and dynamic leadership team to drive the transformation of the Banks UK Customer Relations operation. If you have a passion for leading the delivery of exceptional customer service by putting customers at the heart of everything you do, then this exciting new role could be for you.

Part of the Senior Leadership Team, you will lead our complaint operation and play an integral part in setting the standards and delivering transformation across the area.

In this role you will:

• Setting the standards and expectations for our "customer first" complaint operation.
• Leading by example as member of the Senior Leadership Team.
• Leading change and transformation across complaint processing, policy, and structure.
• Delivering productivity expectations, ensuring good outcomes for customers through robust and well documented processes.
• Embed capacity and operational management models ensuring business and customer demand is met whilst also balancing the cost agenda.
• Lead delivery of a complaint handling centre of excellence, focusing on cross training, delivering quality outcomes and clear development pathways for colleagues.
• Leading 2nd Line and GIA actions linked to complaints.
• Lead relationship with Ombudsman Service.

What will make you stand out?

Evidenced experience of operating in customer focused financial services businesses.

Strong decision making ability with customer focus.

Well developed leadership experience in high pressurised and fast moving operations.

Strong relationship and stakeholder management skills.

Ability to deliver high quality against demanding deadlines and productivity expectations.

Understanding of Consumer Duty, DISP rules and the purpose of FOS.

Strong change management experience.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

UK Complaints sits within UK Customer Relations, part of the Office of the Chief Operating Officer, BoI UK Plc.

UK Customer Relations also includes the Bereavement Unit, Data Subject Request fulfilment and manages our relationship with the Ombudsman and our complaint platform supplier.

Activity is regulated by the Financial Conduct Authority, General Data Protection Regulation and best practice for deceased and vulnerable customers.

The introduction of Consumer Duty has strengthened the focus on the delivery of fair outcomes for customers.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 26 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid 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!

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