Customer Complaints Coordinator

Job Overview

Customer Complaints Coordinator(maternity cover contract/6 months)

Have you experience in the insurance industry?

Remote working options available but you must be able to attend two weeks training on site in my clients Galway City office.

Monday-Friday 09:00am-05:00pm

My client a global insurance company are looking for a customer complaints coordinator for a 6 months maternity cover contract for their travel sales department. The contract may be extended for a longer period and there could be other possibilities within the company after the contract is up.

There is also great opportunities for progression and further education in the company.


Investigate all customer complaints reported by reviewing customer submission, case notes, correspondence, call recordings & provider records as required

* Provide direction on the investigation of complaints relating to assistance cases

* Ensure that regulatory timescales in complaint handling are adhered to, & any risk of non-adherence is escalated to management & the compliance team as soon as identified

* Adjudicate the outcome of the complaints (within assigned remit) or refer to manager for approval of proposed outcome

* Provide a response to complainants on the outcome of the investigation, including drafting (& sign-off within delegated remit) of final response letters

* Maintain a complete record of all complaints & library of related customer contact & correspondence

* Conduct quarterly root cause & trend analysis & make recommendations to management on training & process improvement needs

* Lead periodic reconciliation & data cleansing activities to ensure that system records are accurate & up to date at all times

* Assist with the preparation of client complaint reports & regulatory returns

* Assist management with the preparation of Data Subject Access Request & Data Erasure Requests

* Continually develop own knowledge of the product, the Company & the industry to enhance ability to resolve complaints to the customer's satisfaction, early in the life cycle


  • Experience in a complaints management role a distinct advantage.
  • Experience in the insurance industry, especially in a claims or sales department.
  • Ability to undertake a 360° review of the circumstances giving rise to a complaint, resolve contentious issues with tact and empathy
  • Superior written & verbal communication skills, in particular a high standard of letter writing capability & listening skills
  • Proficiency in MS Office applications; in particular MS Word & Excel
  • CIP or APA qualified but part-qualified candidates will be considered depending on extent of progress towards qualification.

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