Customer Service Specialist

Coyle Consulting; Donegal; On-site; EUR 42,000 - 54,000; Full time

Job summary

Coyle Consulting is seeking a Complaints & Error Resolution Specialist to investigate customer complaints and operational errors within a regulated Life & Pensions setting. You will identify root causes, drive corrective actions and support remediation to improve customer outcomes.

You will work with cross-functional teams to ensure timely resolution, maintain thorough records and contribute to continuous improvement within a structured, customer-focused environment.

Qualifications

• Curious, analytical and customer-focused professional who solves complex problems.
• Experience investigating customer complaints and operational incidents in regulated environments.
• Ability to develop expertise in products, processes and systems to resolve issues.

Responsibilities

• Manage and acknowledge complaints from multiple channels with empathy and professionalism.
• Guide customers through the complaint journey with clear timelines and next steps.
• Review records and documents to understand each case and determine investigation pathways.
• Assess complexity, urgency and business impact; identify root causes and remediation options.
• Develop and maintain reporting for trend analysis and improvement opportunities.
• Collaborate with cross-functional teams to implement preventative actions.
• Prepare clear communications in line with regulatory requirements and policies.
• Investigate operational errors and incidents to identify immediate and systemic causes.
• Work with stakeholders to drive corrective actions and customer remediation.
• Maintain accurate investigation records and support governance needs.

Skills

Investigate complex issues

Root cause analysis

Customer remediation

Regulatory awareness

Stakeholder management

Strong problem solving

Attention to detail

Effective communication

Prioritisation skills

Education

APA or QFA designation with LIA or Institute of Bankers

Tools

CRM systems

Job description

The Role

As a Complaints & Error Resolution Specialist, you will be responsible for investigating customer complaints and operational errors within a regulated Life & Pensions environment. The role requires strong analytical and problem-solving skills, together with the ability to quickly develop expertise in products, processes and systems. You will identify root causes, drive corrective actions, support customer remediation and contribute to long-term improvements that enhance customer outcomes and operational effectiveness.

Why This Role Matters

This is an opportunity to play a key role in improving customer outcomes within a regulated Life & Pensions environment. You'll investigate complex issues, uncover root causes, influence meaningful change and help shape processes that prevent future problems. If you enjoy solving puzzles, challenging the status quo and making a real difference for customers, this role offers an exciting platform to develop your expertise and build a rewarding career in financial services.

In this role, you will join a collaborative team of professionals dedicated to delivering exceptional customer experience and operational excellence. You'll have the opportunity to develop valuable expertise in Life & Pensions products, processes and systems while contributing to meaningful customer outcomes. This position is scheduled as an 8-hour shift, typically between 08:00 AM and 6:00 PM, Monday to Friday.

Complaint & Issue Management:

As a key member of the team, you will act as an advocate for customer outcomes, ensuring concerns are managed fairly, efficiently and in line with regulatory expectations.

• Manage and acknowledge customer complaints received through multiple channels, ensuring professional and empathetic customer experience.
• Guide customers through the complaint journey, clearly explaining processes, timelines and next steps.
• Review customer records, policy information and supporting documentation to establish a comprehensive understanding of each case.
• Assess complaints and service issues, determining the level of complexity, urgency and business impact.
• Identify the underlying causes of customer dissatisfaction and determine appropriate investigation and resolution pathways.
• Develop and mantain detailed reporting to aid in effective trend analysis and identification of problem areas.
• Collaborate with cross functional teams to determine and implement impactful preventative actions.
• Create and deliver clear, accurate, and professional customer complaint communications in accordance with industry regulations, regulatory requirements, company policies, and customer service standards.

Error Investigation & Continuous Improvement:

This role goes beyond complaint handling. You will be responsible for identifying operational issues, correcting errors and helping prevent them from happening again.

• Investigate operational errors, process breakdowns and customer-impacting incidents, identifying both immediate causes and underlying systemic issues.
• Develop a strong understanding of Life & Pensions products, processes and systems to effectively analyse issues and recommend solutions.
• Work closely with operational teams, subject matter experts and stakeholders to drive corrective actions and customer remediation.
• Conduct root cause analysis to identify recurring trends, control weaknesses and opportunities for improvement.
• Recommend and support the implementation of long-term solutions that enhance customer outcomes and operational effectiveness.
• Ensure remediation activities are completed accurately, fairly and in accordance with regulatory requirements.
• Proactively identify emerging risks and recurring issues, contributing to a culture of continuous improvement.
• Maintain accurate investigation records, findings and recommendations to support governance and reporting requirements.

Investigation & Resolution:

• Conduct thorough investigations into customer complaints and operational issues, gathering evidence from customers, internal stakeholders and third-party providers.
• Apply regulatory, procedural and product knowledge to reach fair, balanced and customer-focused outcomes.
• Collaborate with business areas to implement resolutions and corrective actions.
• Take ownership of complex cases, ensuring issues are resolved effectively and within agreed timelines.

Your Profile:

Essential skills/knowledge/experience:

We're looking for a curious, analytical and customer-focused professional who thrives on solving complex problems and making a meaningful impact.

• APA or QFA designation with LIA or Institute of Bankers
• Proven ability to investigate complex issues, identify root causes and deliver effective, sustainable solutions.
• Quick learner with the capability to develop expertise in products, systems and operational processes and apply that knowledge to resolve business and customer challenges.
• Experience managing customer complaints, operational incidents, errors or service-related issues in a structured environment.
• Strong problem-solving and decision-making skills, with the confidence to assess situations, weigh risks and determine appropriate outcomes.
• Exceptional attention to detail, coupled with the ability to understand the wider customer and business impact of decisions.
• A continuous improvement mindset, with the confidence to challenge existing processes and identify opportunities for enhanced customer outcomes and operational efficiency.
• Excellent communication and stakeholder management skills, with the ability to build relationships and influence positive outcomes across teams.
• Proven ability to manage and prioritize conflicting deadlines.

Desirable skills/knowledge/experience:

• Understanding of Life & Pensions Products - Awareness of common policy types (life cover, pensions, protection products) and basic terminology.
• Financial Services Awareness - Interest in or exposure to the broader financial services sector, including compliance and regulatory environments.
• Good Numerical Ability - Comfort working with figures, premiums, dates, and policy values.
• Proficiency with CRM or Administration Systems - Experience using customer databases, case-management systems, or financial services platforms.
• Conflict Resolution Skills - Ability to remain calm and professional when dealing with frustrated or vulnerable customers.
• Data Protection Awareness - Understanding the importance of confidentiality and GDPR principles.
• Consumer Protection Code Experience.