Complaints and Customer Service Case Manager

Equifax; Wexford; Hybrid; EUR 25,000 - 31,000; Full time

Benefits offered by this job

Full training

Private medical insurance

26 days holiday

Pension plan

Birthday day off

In-office collaboration

Friday flexibility

Wellbeing support

Job summary

Equifax Ireland is seeking an entry-level customer service associate to handle a range of customer interactions. You’ll review emails and listen to call recordings to understand what went wrong and help put things right for customers.

You’ll own each case, record details in the Customer Management System, keep customers informed, decide on fair outcomes (including refunds where appropriate), and provide feedback to help us improve our services.

Qualifications

• Positive attitude and willingness to help others.
• Excellent communication and interpersonal skills.
• Ability to learn quickly and adapt to new situations.
• Strong attention to detail and accuracy.
• Basic computer skills and ability to learn new systems.
• Genuine interest in financial services.

Responsibilities

• Take ownership of each complaint and resolve it with a fair outcome.
• Record information accurately in the Customer Management System and keep the customer informed.
• Communicate the final outcome to the customer by letter, email or phone.
• Facilitate redress such as refunds or financial compensation when appropriate.
• Assess root cause and capture feedback to improve services.

Skills

Positive attitude

Excellent communication

Willingness to learn

Attention to detail

Time management

Job description

You'll be the voice of our company, handling a range of customer interactions. You’ll review emails that have been received from customers, and/or listen to recordings of calls that have been received from our customers, and you’ll investigate to understand what went wrong. With help, you’ll make a decision on how to put things right for the customer, and you’ll provide feedback to our organisation to help us better understand how to keep improving. While prior experience isn't required, a positive attitude, strong communication skills, a willingness to learn and a genuine desire to help people are essential.

What You’ll Do

• You will take ownership of each complaint, thoroughly investigating concerns to identify the most appropriate and fair resolution for the customer. Communicate clear, concise, and accurate information to customers.
• Ensure information is accurately recorded within the Customer Management System, keep the customer informed of the progress while you investigate and resolve their queries.
• On each case, when your investigation is complete you’ll make a decision about what the correct outcome should be, and you’ll communicate this to the customer via letter, email or sometimes by telephone call
• Outcomes sometimes involve redress, such as a refund or financial compensation, which you will facilitate
• You will assess the case to understand the root cause of the issue which caused the customer to get in touch, and you’ll record feedback about this so that the business can make improvements to our services

What Experience You Need

• A positive and enthusiastic attitude with a genuine desire to help others.
• Excellent communication and interpersonal skills.
• Ability to learn quickly and adapt to new situations
• Strong attention to detail and accuracy.
• Basic computer skills and the ability to learn new systems.
• A genuine interest in the financial services industry.
• Strong time management and prioritisation skills

What Could Set You Apart

• Any previous experience in a customer-facing role.
• Basic understanding of financial services concepts.

What We Offer:

• Full Training: We'll provide you with the knowledge and skills necessary to excel in your role, including product knowledge, systems training, and customer service best practices.
• Support After Training: Ongoing coaching and support will be available to help you succeed.
• Career Growth: This is an entry-level position with potential future opportunities for advancement within the company. We encourage and support our employees' professional development.
• Competitive Salary & Benefits: We offer a competitive salary and a comprehensive benefits package.
• Supportive Environment: Join a team of dedicated professionals who are passionate about delivering exceptional customer service. We foster a collaborative and supportive work environment.
• Make a Difference: You'll be directly impacting our customers' financial well-being, making a real difference in their lives.

Salary & Benefits

• €28,000 base salary
• 35 hour working week, Monday to Friday
• Private medical insurance with Irish Life
• 26 days holiday & a day off for your birthday
• Group Personal Pension Plan with New Ireland
• 24/7 access to our Employee Assistance Programme (EAP) for you and family members for in the moment emotional support along with free access to a range of wellbeing services

We believe great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday) , paired with Friday Flexibility to wrap up your week remotely.