Complaints Handler

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Complaints Handler

Job Location: Ireland, remote working

Job Type: Permanent 

Remuneration: Competitive salary taking into account skills, experience and qualifications

We have a fantastic opportunity for a Complaints Handler and can be based anywhere in Ireland.

Are you passionate about delivering fair customer outcomes and driving continuous improvement? As a Complaints Handler, you will play a key role in investigating and resolving customer complaints in a timely, professional, and compliant manner. Working closely with customers and internal stakeholders, you will conduct detailed investigations, assess evidence, determine outcomes, and provide clear and empathetic communication throughout the complaints process.

Beyond resolving individual complaints, you will help shape a better customer experience by identifying root causes, analysing trends, and highlighting opportunities for improvement. Your insights will support operational teams in enhancing processes, reducing future complaints, and improving service delivery. This is an excellent opportunity for someone who enjoys problem-solving, attention to detail, and making a meaningful impact on customer outcomes while contributing to a culture of continuous learning and improvement.

The skills you will have when you apply: 

• Insurance Qualifications - APA qualified as a minimum, with CIP qualification considered highly desirable.
• Professional Development - Demonstrated commitment to ongoing learning and professional development is highly regarded.
• Education - Third-level qualification is desirable.
• Leadership Experience - Previous supervisory or people management experience.
• Complaints Handling Expertise - Experience in complaints handling and/or quality assurance, ideally within a regulated environment.
• Regulatory Knowledge - Strong understanding of insurance regulations, compliance requirements, and fair customer outcomes.
• Insurance Industry Knowledge - Knowledge of general insurance products, with experience in Travel and Special Lines considered advantageous.
• Analytical & Investigation Skills - Ability to conduct detailed investigations, assess evidence, identify root causes, and make fair, evidence-based decisions.
• Communication Skills - Excellent written and verbal communication skills, with the ability to prepare clear and customer-focused correspondence.
• Microsoft Office Proficiency - Competent user of Microsoft Word, Excel, and PowerPoint.
• Systems Experience - Experience using complaints management platforms and/or the Genesys system would be a distinct advantage.
• Continuous Improvement Mindset - Ability to identify trends, recommend improvements, and support enhanced customer and business outcomes.
  
  

What we'll give you for this role:

• Bike to Work Scheme
• Tax Saver Travel Scheme
• Discounted onsite Gym Membership (Dublin 4)
• Discounted onsite Montessori (Dublin 4)
• EAP – Employee Assistance Programme
• Life Cover
• PHI – Permanent Health Insurance
• Exams & Professional Membership Fees
• Professional and personal development opportunities

This isn't just a position, it's an opportunity to build a rewarding career in claims.

At Sedgwick, you'll help people and businesses recover when the unexpected happens, working alongside some of the most trusted names in insurance. From day one, you'll have access to learning and development opportunities, including support towards professional qualifications and ongoing career development. You'll join a collaborative team that values innovation, customer service and continuous improvement, where every role contributes to our purpose of caring for people and helping businesses recover.

Next steps

Think we'd be a great match? We'd love to hear from you - apply today.

If you're unsure whether you meet every requirement, we still encourage you to apply. We welcome applications from people of all backgrounds and experiences, including those returning to work or looking for a new career opportunity.

Sedgwick is committed to creating an inclusive workplace and does not tolerate discrimination of any kind. We welcome applications from all suitably qualified candidates.

Following the closing date, applications will be reviewed and shortlisted candidates will be invited to interview, either virtually or in person.

Sedgwick Ireland is regulated by the Central Bank of Ireland (CBI). This role is subject to the Minimum Competency Code (MCC) as set out by the CBI. This code sets out the minimum professional standard for any person providing certain financial services, in particular when dealing with consumers. This role is classified as a Controlled function (CF8) and is subject to Fitness and Probity Standards, including the requirements outlined in the Individual Accountability Framework Act 2023. Successful candidates will receive training in relation to all regulatory requirements applicable to them.