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Complaints & Administration Co-ordinator


  • Dublin
  • Negotiable
  • Permanent full-time
  • Updated 11/12/2012
  • Kayleigh O' Shea
this job is expired
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Complaints & Administration Co-ordinator


The Role
Based within the Sales Support area in Operations, the Complaints & Administration Co-ordinator is responsible for all administration relating to Complaints and Service Quality Monitoring

Key Accountabilities
- Responsible for the day to day administration of all complaints, ensuring all are logged correctly and records maintained until the complaint is finalised.
-Responsible for preparing daily, weekly and monthly complaints MI reports, ensuring all completed within SLA.
-Liaise with Operations Managers and Supervisors to ensure all CPC deadlines with respect of complaints are achieved.
-Liaise with Compliance and Audit as required on all complaint related matters.
-Ensure complaint procedures are kept up to date in accordance with legislation and take responsibility for ensuring training is provided to all staff to ensure they are familiar with procedures.
-Responsible for all aspects of our Broker and Customer Surveys, ensuring the required number are issued, all returns are logged and any action required based on feedback is completed in a timely manner and reported on.
-Responsible for administration side of policy sampling, liaising with New Business and Sales Support Supervisors to ensure a minimum of 10% of all product types issued in New Business are sampled each month.
-Chair regular meetings to review complaints and surveys, ensuring learnings are shared and full root caused analysis completed.
-Ad hoc project work as required.

-Excellent knowledge of both current and historic products.
-Excellent knowledge of Life400, workflow, DMS etc
-Good knowledge of the CBI Consumer Protection Code Complaints Section.
-Strong administration skills
-Good working knowledge of EXCEL, Word and Access Databases

-Excellent interpersonal and communication skills – ability to communicate effectively with staff of all levels and ability to communicate effectively both verbally and in writing
-Excellent accuracy and attention to detail.
-Be well organised and capable of working to tight deadlines
-Be enthusiastic and committed to providing top quality service

This role falls under the Fitness & Probity regime set down by the Central Bank of Ireland.

To apply for this position please click here

Ref: IR00777_1354037122
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