Location/Office Policy:  Molesworth Street / Central Park, Dublin, Naas, Cork, Limerick & Hybrid

• Are you comfortable dealing with customers over the phone?
• Do you have good quality letter writing skills?
• Do you want to step in when things go wrong and get it back on track?

What is the Role:

In 2020 Customer Care and Group Conduct were brought together to form Customer Care & Outcomes (“CC&O”).  Since then, CC&O have further centralised complaints from other areas to create a centre of excellence for complaints handling. Our focus of the new area is the delivery of fair customer outcomes while also meeting our regulatory responsibilities under the Consumer Protection Code and Consumer Protection Risk Assessment (“CPRA”). This is a hybrid role with an opportunity to really make a difference for our customers and help when things go wrong for them.   

Key accountabilities:

• The role holder will be involved in the management and resolution of complex customer complaints. This will involve the application of significant levels of personal judgement and expertise in addition to the application of relevant legislation, regulation, and Bank policy.
• The role holder will be required to deliver fair customer outcomes, while also better meeting the Bank’s regulatory responsibilities, leading to a reduction in the very significant costs and risks associated with complaint flows to the Financial Services and Pensions Ombudsman.
• Engaging with a variety of stakeholders while influencing the wider Bank to deliver fair customer outcomes.
• The role involves an active effort to resolve customer complaints by investigating the complaint issues, talking through those issues with customers on the phone and writing quality Final Response Letters outlining the findings of your investigation.

What you Will Bring ;

• Minimum APA qualified or working towards full QFA qualification. As this is a MCC role, so applicants who do not hold the appropriate qualifications cannot be considered.  
• Experience dealing with or managing complex complaints. Experience in operational, technical/regulatory knowledge, combined with an empathetic and customer orientated approach.
• Strong planning and prioritisation skills, particularly under pressure to meet team objectives.
• Team Player who is also capable of working under own initiative, with evidence of being prepared to accept personal responsibility for actions.
• Customer Focused individual, with proven experience in dealing with both internal and external customers at all levels.

Why Work for AIB :

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include;

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Streamline and Simplify: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Multi-Tasking and Prioritisation: Adapts to rapidly changing events and environments while accurately judging priorities and keeping track of details.
• Negotiates & Influence: Engages in discussion to reach an agreement and create outcomes, affecting the action, behaviours, or opinions of others.

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Emma Graham (careers@aib.ie)  for a conversation.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.  

This role is part of the Fitness & Probity Regime and Individual Accountability Framework, which set out the specific requirements applicable. 

Application deadline : 10th March 2025