The Opportunity

As a Complaints Handler for Allianz Direct, you will be responsible for the handling of customer complaints in accordance with our Complaints Policies & Procedures and current CPC regulation.   You will have the opportunity to apply your understanding of our products, systems and procedures to resolve customer complaints fairly, promptly and clearly from beginning to end.

By identifying recurrent issues and monitoring trends, the Complaints Handler may also contribute to complaints process and system improvements across the wider Allianz business.

Reporting Line 

This role reports to the Service Excellence Manager.

Role Responsibilities:

• Take full ownership to complete thorough and comprehensive investigations into our customer complaints, communicating with our customer to understand their complaint and their resolution sought, and resolve their dissatisfaction quickly and efficiently.
• Provide a friendly and professional complaints resolution service in line with Allianz Complaints Policies & Procedures and CPC regulations, while delivering excellent customer service.
• Ensure all complaints are handled within the CPC guidelines and timeframes, keeping the customer informed of progress at key stages.
• Ensure effective and timely resolution of complaints and in support of first contact resolutions and reduced escalations to FSPO.
• Produce good quality detailed letters using non-jargon and make sound decisions on outcomes.
• Work in collaboration with relevant teams across the business to resolve queries and complaints accurately and efficiently and record the appropriate root cause and why you arrived at this decision.
• Proactively consider future needs and good customer outcomes/benefits beyond the initial complaint.
• Maintain customer records by updating accurate information minimising errors.
• Continually and appropriately challenge policy, processes and procedures, driving continuous improvements.
• As you continue to develop in your role, you’ll be supporting your colleagues & the wider team by sharing knowledge and best practice to learn from customer feedback & support customer experience improvements.
• To support an environment which encourages teamwork, motivation, engagement & commitment to treating customers fairly.
• To take responsibility of own continuous personal development in order to fulfil the accountabilities of the role & support Allianz’s vision.
• Any other ad hoc tasks and activities as required.

  Essential Experience

• A minimum of 2 years relevant work experience in a Personal Lines Insurance customer service role including telephone service experience. 
• Knowledge of the relevant regulatory environment including relevant legislation and guidelines
• Be minimum APA qualified under the MCC

Desirable Experience

• Prior experience handling complaints 

Regulatory Notice – MCC Roles 

**This role is subject to Minimum Competency Code (“MCC”) as provided for by the Central Bank of Ireland.  A recognised insurance qualification may be required for this position. Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland.  This role is a Control Function (CF-4 & 8) and is subject to F&P Standards. This includes the requirements provided for by the Central Bank (Individual Accountability Framework) Act 2023. See Link: Individual Accountability Framework | Central Bank of Ireland.  The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required.  

Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland.   This role is a Control Function (CF-4 & 8) and is subject to F&P Standards.  This includes the requirements provided for by the Central Bank (Individual Accountability Framework) Act 2023.  See Link:  Individual Accountability Framework | Central Bank of Ireland.   The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required. 

Allianz plc. is regulated by the Central Bank of Ireland.

45905 | Customer Services & Claims | Professional | Non-Executive | Allianz Ireland | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.