Complaints Officer

About the Company

Mawdy has experienced consistent growth in recent years, establishing itself as a market leader in insurance and assistance products. The company's mission is to sustain profitable growth by delivering exceptional customer service that customers rely on.

As a recognized leader in claims handling, assistance services, and specialized risk products, Mawdy is seeking a dedicated and enthusiastic Complaints Officer to join their team.

Role Overview and Responsibilities

The Complaints Officer will work under the guidance of the Customer Experience Manager in a dynamic, customer-centric setting. This position requires critical analysis and review of complex information to ensure unbiased and fair resolutions of complaints.

• Handle and resolve both straightforward and complex complaints following regulatory guidelines.
• Investigate all complaints by reviewing customer submissions, case notes, correspondence, call recordings, and provider records as needed.
• Objectively assess disputes to decide whether existing case decisions should be upheld or overturned.
• Develop and maintain relationships with both internal teams and external stakeholders.
• Conduct Root Cause Analysis (RCA) on fully upheld and compromise complaints to identify patterns and minimize recurrence.
• Issue Corrective Actions to the related parties based on findings.
• Ensure compliance with complaint handling regulatory deadlines, promptly escalating any risks of delays to management and compliance teams.
• Make adjudications to ensure resolutions are fair and equitable.
• Communicate investigation outcomes effectively to complainants.
• Handle sensitive issues with diplomacy and empathy.
• Encourage open dialogue with complainants and internal stakeholders to achieve just resolutions.
• Maintain comprehensive records of all complaints along with all related customer contacts and correspondence.
• Perform quarterly root cause and trend analyses and recommend necessary training and process improvements to management.
• Continuously update knowledge of company products, industry regulations, and complaint resolution techniques to better serve customers early in the complaint lifecycle.
• Achieve individual targets aligned with departmental and company strategic goals.

Working Hours

The role is full-time, requiring 35 hours per week predominantly Monday through Friday.

Required Qualifications and Skills

• Accreditation from CIP is preferred; APA accreditation is mandatory.
• Proven experience in delivering high-quality customer service within a regulatory framework.
• Comprehensive understanding of complaint handling and regulatory compliance requirements.
• Capability to perform thorough 360-degree evaluations of complaint circumstances.
• Excellent written and verbal communication skills, including strong letter writing and active listening skills.
• Robust problem-solving capabilities and confidence in managing complex cases.
• Effective organizational skills with the ability to juggle multiple priorities simultaneously.
• Ability to work both independently and collaboratively in a team environment.
• Proficiency in Microsoft Office software.
• Skilled in simplifying complex or difficult information into clear, easy-to-understand written communications.

Additional Conditions

The appointment will be contingent upon satisfying the Fitness and Probity Standards as required by the Central Bank of Ireland, which includes thorough due diligence on the candidate's qualifications and fitness for the role.

Employee Benefits and Perks

• Allocated service days for employees.
• Quarterly rewards based on time and attendance.
• Complimentary Motor Rescue and European Travel Insurance.
• Discounted health insurance options.
• 20% off on travel insurance for destinations outside Europe.
• Access to sports and social club activities.
• Conveniently located office in the city center.
• Participation in a bike-to-work program.
• Eligibility for a travel pass.
• Opportunity to be part of a global company operating in over 27 countries.

Note

The company reserves the right to update or modify this role to align with future organizational, departmental, or company requirements.