Complaints Officer wanted!
An exciting opportunity has arisen for an enthusiastic, confident individual to step into the role of Complaints Officer with our client in the banking industry. If you are driven by exceptional customer service and possess a knack for problem-solving, we want to hear from you!
About the Role:
As a Complaints Officer, you will be at the heart of the Member Services Team, supporting members and ensuring their voices are heard. You will play a pivotal role in investigating complaints, resolving issues, and communicating outcomes effectively and promptly.
Key Responsibilities:
Support members where complaints are escalated, investigating and resolving issues in a timely manner.
Engage with members via various channels including telephone, email, and post, assisting with queries during peak demand.
Provide valuable feedback to the business by identifying improvement opportunities through complaint investigations.
Coach and develop frontline staff in complaint handling practises to enhance their skills and prevent unnecessary escalations.
Conduct root cause analysis to identify trends in member dissatisfaction, making proactive improvement suggestions.
Horizon scan for insights from Financial Ombudsman findings and regulatory publications, sharing crucial information with the society.
What You Bring:
A solid understanding of complaints handling processes and timelines.
Experience in managing member dissatisfaction, coupled with e...