Regulatory Complaints & Resolution Specialist

360 Search; Galway; On-site; EUR 40,000 - 50,000; Full time

Benefits offered by this job

Service recognition days

Quarterly attendance rewards

Health insurance discounts

Bike to work scheme

Travel pass support

City centre office location

International business environment

Job summary

360 Search is seeking a Complaint Officer to join its customer experience function in Ireland. You will manage and resolve complaints in line with regulatory requirements, reviewing submissions, correspondence, and records to ensure fair outcomes.

Reporting to the Customer Experience Manager, you will perform root cause analysis, draft written responses, escalate risks, and drive process improvements. The role is full-time, 35 hours weekly with occasional on-call support; APA accreditation or

Qualifications

• Experience handling complaints in a regulated environment.
• Strong knowledge of complaint handling regulations.
• Excellent written and verbal communication skills.
• Ability to manage complex cases independently.
• Proficiency with Microsoft Office applications.
• APA accreditation or CIP qualification preferred.

Responsibilities

• Manage complaints from initial investigation through to final resolution.
• Review case notes, customer correspondence and call recordings.
• Make fair and objective decisions on disputed cases.
• Conduct root cause and trend analysis.
• Prepare written responses to complainants.
• Escalate regulatory risks where necessary.
• Maintain accurate complaint records and documentation.
• Support ongoing process improvement initiatives.

Skills

Complaint handling regulations

Communication skills

Letter writing

Customer engagement

Problem-solving

Investigative skills

Independent work

Organisational skills

Stakeholder management

Regulated environment experience

Complex information delivery

MS Office proficiency

Education

APA accreditation

CIP qualification

Tools

Microsoft Office

Job description

360 Search is seeking a Complaint Officer to join its customer experience function in Ireland. You will manage and resolve complaints in line with regulatory requirements, reviewing submissions, correspondence, and records to ensure fair outcomes.

Reporting to the Customer Experience Manager, you will perform root cause analysis, draft written responses, escalate risks, and drive process improvements. The role is full-time, 35 hours weekly with occasional on-call support; APA accreditation or