Senior Complaints Investigator

What is the opportunity?

Opportunity to "make a difference" for our customers through the detailed investigation of complaints received and through the delivery of fair outcomes to our customers in line with internal expectations and regulatory requirements. Drive improvements to customer journeys through the handling of complaints. To work closely with the UK Customer Relations Management Team, acting as deputy for your Team Leader and undertaking various control and oversight roles in addition to the primary activity of complaint management.

• The majority of customers understand that on occasions things may go wrong. How the Bank responds to any issue is a key driver behind customer advocacy and maintaining an ongoing relationship.
• The Complaint Investigator role is critical in this process and forms part of the Banks Internal Complaints journey. When a complaint cannot be resolved at first point of contact, it is referred to the Customer Relations Team for investigation and response. Complaints are investigated and responded to in line with regulatory timescales set out in the FCA DISP Handbook.
• The role involves interrogating system data, reviewing records, assessing evidence and discussing the complaint with the customer to ensure that the full picture is understood. To manage complex and high-risk complaints, ensuring fair, timely, and compliant resolutions that deliver excellent customer outcomes. The role requires resilience, professionalism, and the ability to lead by example in a highly regulated and emotionally demanding environment.
• Once completed the Senior Complaint Handler will be the key decision maker on the outcome of the complaint and any recompense or goodwill that should be offered within agreed mandates. Whilst the complaint response will be issued in writing, the Senior Complaint Handler will need to be confident in relaying the outcome to the customer directly via the phone.
• The role holder will also liaise with and support our Financial Ombudsman Team on complaints where the customer has chosen to refer their complaint for independent adjudication by the Financial Ombudsman Service.
• The role holder has a unique view of the customer experience and is encouraged to make suggestions on how both the complaint and wider customer experience could be improved.

Industry Knowledge:
Experience with in a multi-product Financial Services environment and solid understanding of regulatory frameworks (FCA, DISP, GDPR).

Customer Service Expertise:
Shown ability in handling customer interactions via telephone and written correspondence with professionalism and empathy.

Communication

Skills:

Active listening, clear verbal articulation, professional telephone manner, and strong letter-writing skills.

Analytical & Problem-Solving:
Ability to identify root causes, apply analytical thinking, and deliver fair, proportionate solutions.

Organisational

Skills:

Effective time management, ability to handle multiple tasks, and meticulous record-keeping.

Leadership &

Coaching:

Experience mentoring team members and supporting workflow management.

Conflict Resolution:
Advanced skills in de-escalating challenging situations and handling emotionally charged conversations.

Resilience:
Ability to thrive in a high-pressure environment while maintaining professionalism and composure.

Technology:
Proficiency in CRM systems and complaint management platforms; ability to analyse data for reporting and compliance.

There are no minimum educational requirements for this role.

The Complaint Investigator role sits within the UK Customer Relations (UK Customer Complaints) operation as part of the Office of the Chief Operating Officer within Bank of Ireland UK Plc.

In addition to complaint management, the UK Customer Relations Team is made up of several different functions that include the Vulnerable Customer Unit, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests.

Activity undertaken across the unit is highly regulated by the Financial Conduct Authority (FCA) via its Dispute Resolution Rulebook (DISP), General Data Protection Regulation (GDPR) and FCA best practice linked to deceased and vulnerable customers.

This is a hybrid role, based primarily at the Belfast office. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing…