Complaints & Remediation Specialist - Financial Services

We are delighted to be partnering with a leading organisation within the financial services sector to recruit a Complaints & Remediation Specialist. This is an excellent opportunity for an experienced financial services professional to join a collaborative team and play a key role in improving customer outcomes within a regulated Life & Pensions environment.

The Opportunity

In this role, you'll investigate customer complaints, operational errors and service issues, using your analytical and problem-solving skills to understand what happened, identify root causes and deliver fair, effective resolutions.

This is more than a traditional complaints role. You'll have the opportunity to influence positive change by identifying recurring issues, challenging existing processes and helping implement solutions that improve both customer experience and operational effectiveness.

You'll work closely with operational teams, subject matter experts and key stakeholders, while developing your knowledge of Life & Pensions products, processes and systems.

What You'll Be Doing Complaint & Issue Management

• Manage customer complaints received through multiple channels, ensuring a professional, empathetic and customer-focused experience.
• Investigate complaints by reviewing customer records, policy information and supporting documentation.
• Assess the complexity, urgency and potential impact of individual cases and determine appropriate resolution pathways.
• Prepare clear, accurate and professional complaint responses in line with regulatory requirements, company policies and customer service standards.
• Identify trends and recurring issues through effective reporting and analysis.
• Work collaboratively across the business to implement corrective and preventative actions.

Error Investigation, Remediation & Continuous Improvement

• Investigate operational errors, process breakdowns and customer-impacting incidents.
• Identify immediate causes as well as underlying systemic or process issues.
• Apply your knowledge of Life & Pensions products, processes and systems to develop appropriate solutions.
• Conduct root cause analysis and identify opportunities to strengthen controls and improve customer outcomes.
• Support customer remediation activities, ensuring they are completed accurately, fairly and in line with regulatory requirements.
• Maintain detailed investigation records, findings and recommendations to support governance and reporting.
• Proactively identify emerging risks and contribute to a culture of continuous improvement.

What We're Looking For

We're looking for a curious, analytical and customer-focused professional who enjoys investigating complex issues and finding practical solutions.

You'll ideally have:

• APA or QFA designation, with LIA or Institute of Bankers.
• Experience handling customer complaints, operational errors, incidents or service-related issues within a structured environment.
• Proven ability to investigate complex problems, identify root causes and deliver sustainable solutions.
• Strong analytical, problem-solving and decision-making skills.
• The ability to quickly develop expertise in products, systems and operational processes.
• Excellent attention to detail and an understanding of the wider customer and business impact of decisions.
• Strong communication and stakeholder-management skills, with the confidence to work across multiple teams.
• The ability to manage competing priorities and deliver within agreed timelines.
• A continuous-improvement mindset and the confidence to challenge processes constructively.

It Would Be Great If You Also Have

• Knowledge or experience of Life & Pensions products, including life cover, pensions and protection products.
• Experience within the financial services or regulated environment.
• Familiarity with the Consumer Protection Code and regulatory requirements.
• Good numerical ability and confidence working with premiums, dates and policy values.
• Experience using CRM, case-management or financial services administration systems.
• An understanding of GDPR, confidentiality and data protection.
• Experience dealing professionally with challenging, frustrated or vulnerable customers.

Why Consider This Opportunity?

This is a chance to join a collaborative professional environment where your work will have a direct impact on customer outcomes. You'll be trusted to investigate meaningful issues, influence improvements and help prevent problems from recurring.

For the right person, the role offers the opportunity to deepen your expertise across Life & Pensions, complaints, remediation, operational risk and continuous improvement, while building a rewarding career within financial services.

Hours: Monday to Friday, with an 8-hour working day scheduled between 8:00am and 6:00pm.

Benefits

• Annual Bonus Scheme
• Contributory Pension Scheme
• Private Medical Insurance
• Life Assurance & Long-Term Disability
• Employee Assistance Programme
• 22 days annual leave + 10 public holidays
• Continuous Learning & Development opportunities
• Lunch & Learn sessions
• Additional perks such as company discounts, on-site parking, bike-to-work scheme, and access to extensive training and certification resources

Location: Letterkenny, Co. Donegal - Hybrid (2-3 days a week on site). Type: Permanent. Eligibility: Must be eligible to work in Ireland or the EU