The Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers.
Main Duties
Become a customer experience expert and brand ambassador, providing the highest standard of customer service.
The role will be to resolve complaints both over the phone and emails, supporting customers through their complaints journey, investigating cases, and ensuring a fair outcome.
We are looking for Temporary Complaint Officers to join our clients Customer Service Team for a 12 week contract.
You will also play a key role in identifying systemic issues to prevent future complaints.
As an Administrative Officer in the Complaints Team, you will play a pivotal role in ensuring the smooth operation of our complaint resolution processes.
Reporting directly to the Complaints Team Manager, you will contribute to handling various administrative tasks related to complaints while upholding the highest standards of customer service.
Key Responsibilities
Engage with residents via telephone, email, and formal written correspondence, demonstrating a customer-focused approach.
Our client is in search of experienced Senior Complaints Officer to adeptly manage and resolve Stage 2 complaints.
This role demands the ability to conduct thorough investigations, render impartial decisions, and effectively communicate outcomes to all involved parties.
Strong interpersonal skills and a knack for creative problem-solving are imperative for fostering productive collaborations with external partners and addressing unique challenges..
As a Senior Complaints officer, you will assist the complaints Team leader to inspire, mentor, and lead the complaints handling team to provide a best-in-class complaint handling service.
This role will be engaging with customers, colleagues, and management to ensure complaints are fully investigated and that we deliver fair customer outcomes in adherence with FCA regulations in a professional and timely manner.
You will be responsible for helping us consistently deliver an exceptional service that puts the fair treatment of the customer at the heart of the business.
The Senior Complaints Officer is dedicated to resolving customer complaints, both orally and in writing, in a timely manner.
To support customers through the final stages of the internal complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
They are also responsible for ensuring that issues that could affect other customers are identified and fed back.