Life & Pensions Complaints & Resolution 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

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.