Complaint Officer

MAWDY Ireland; Galway; On-site; EUR 35,000 - 48,000; Full time

Benefits offered by this job

Time and attendance rewards

Motor Rescue & European Travel Ins.

20% travel insurance discount

Job summary

MAWDY Ireland in Galway is seeking a dedicated Complaint Officer to join our fast-paced, customer-focused team. Reporting to the Customer Experience Manager, you will analyse complex information to ensure fair outcomes and uphold regulatory standards.

You will investigate complaints, conduct root cause analysis, and deliver clear, empathetic responses to complainants while maintaining thorough records and contributing to process improvements.

Qualifications

• Experience delivering customer experiences in a regulatory environment.
• Ability to review complex circumstances and provide clear written responses.
• Strong written and verbal communication skills; high-quality letter writing.

Responsibilities

• Manage and resolve simple and complex complaints per regulations.
• Investigate complaints using submissions, case notes, and recordings.
• Evaluate disputes and determine outcomes; escalate when needed.
• Conduct Root Cause Analysis on upheld/compromised complaints.
• Provide timely responses to complainants with empathy and clarity.
• Maintain complete records and support process improvements.

Skills

Customer service

Regulatory knowledge

Problem solving

Organization

Independent worker

MS Office

Plain English

Tools

MS Office

Job description

At MAWDY we’ve grown consistently in recent years to become a market leader in insurance and assistance products.
Our objective is to continue this profitable growth by providing the world-class customer service that our clients have
come to expect.

Our company is a leader in providing claims handling services, assistance services and speciality risk products. We are
looking for a committed and enthusiastic Complaint Officer who thrives in a fast-paced, customer- focused
environment. Reporting to the Customer Experience Manager, the successful candidate will engage in critical analysis
and examine complex information to ensure fair and impartial complaint outcomes

What You Will Do:

• Manage and resolve simple and complex complaints in accordance with regulations
• Investigate all customer complaints reported by reviewing customer submission, case notes, correspondence, call recordings & provider records as required
• Evaluate disputes objectively to determine whether to maintain or overturn case decisions
• Build relationships with internal and external stakeholders
• Complete Root Cause Analysis (RCA) on all Fully Upheld & Compromise complaints to identify and reduce recurring themes
• Send Corrective Actions to relevant parties
• 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 to ensure fair and equitable outcomes
• Provide a response to complainants on the outcome of the investigation
• Resolve contentious issues with tact and empathy
• Inspire open engagement from Complainants and internal stakeholders to reach a fair and equitable resolution
• 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
• 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 lifecycle
• Deliver on individual goals & objectives linked to the department & Company strategy

Working Hours:

Full-time: 35 hours per week, core days are Mon – Fri. As we are a 24/7 operations team an element of outside business hours/days and on call work will be expected with this role.

What we’re looking for:

• CIP accreditation is preferable. APA accreditation is a minimum requirement for this role
• Experience of delivering exceptional customer experiences in a regulatory environment
• An understanding of complaint handling regulatory requirements
• Ability to undertake a 360° review of the circumstances giving rise to a complaint
• Superior written & verbal communication skills, in particular a high standard of letter writing capability & listening skills
• Strong problem solving skills and ability to manage complex cases confidently
• Good organisational skills and ability to manage multiple priorities simultaneously
• Proven ability to work independently and collaboratively
• Proficiency in MS Office applications
• The ability to translate difficult or complex messages into plain English & easy to follow written responses

Qualifications

Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as
set out in the Fitness ad Probity Standards issued by the Central Bank of Ireland. This requires the company to complete
due diligence to assess the appointee’s fitness and probity

What We Offer:

• Time and attendance quarterly rewards.
• Free Motor Rescue and European Travel Insurance.
• 20% discount on all other travel insurance outside Europe.
• Sports & social club.
• City centre office location.
• Bike to work scheme.
• Travel Pass.
• Opportunity to work with a global company based in over 27 countries.

Please note the business reserves the right to review & amend this role to incorporate the future needs of the role, department & Company, if necessary.

Assisting your customers with any emergency in their home through our network of providers. We also provide boiler service, pest control, leak and flooding detection, home helpline, and other services.

Over 30 years’ experience providing motor breakdown assistance, with a nationwide network, state-of-the-art assistance technology and a 24/7 Galway City contact centre. We also provide vehicle warranty and vehicle insurance products through our sister brand MAPFRE Warranty.

End‑to‑end management of travel insurance, from underwriting, claims management, customer service and compliance to a white label solution based on the award‑winning InsureandGo platform.