Complaint Officer
SALARY:
Annual: £25000
SHIFTS:
37.5 hours per week. 5 x 8-hour shifts (Mon-Fri): 08:30 until 17:00
LOCATION:
Office based in Paisley. (PA1)
ABOUT US:
With over 30 years’ multi-sector experience, Resolvecall is an award-winning credit management business, delivering end-to-end customer solutions across the UK credit sector, including Banking, Financial, Government, Utilities, and Debt Purchase sectors.
ROLE:
We are excited to announce an opportunity for a highly experienced and motivated individual to join our team as a Complaints Officer. This critical role involves overseeing all customer complaints including management and investigation through to provision of final response in writing. The successful candidate will ensure all concerns are addressed promptly, effectively, and in full compliance with relevant regulations and company policies.
KEY RESPONSIBILITIES:
1. Complaint Management: Manage and resolve customer complaints, ensuring timely and effective resolution. Conduct root cause analysis to identify key trends and improve customer outcomes.
2. Compliance Adherence: Ensure all complaint handling processes comply with relevant legislation, regulations, and internal policies to minimise risk and safeguard our reputation.
3. Communication: Utilise strong communication skills to empathetically listen to grievances, demonstrate understanding, and provide clear explanations of actions taken.
4. Reporting: Complete detailed reports on a monthly and weekly basis for both internal records and external clients, providing transparency and insight into the complaint resolution process.
5. Process Improvement: Identify recurring issues and contribute to process improvements to enhance overall customer satisfaction.
6. General Correspondence: Oversee general correspondence via email and letter, ensuring our commitment to excellent customer service is upheld.
BENEFITS:
* Gold standard Investors in People company
* 28 days annual leave (pro-rata’d)
* Full training provided
* Private healthcare cover
* Company pension plan
* Platinum access to Employee Discount site
* Employee Assistance Programmes
MINIMUM REQUIREMENTS:
1. At least 3 years of complaint handling experience within a regulated environment.
2. High level of attention to detail.
3. Excellent communication skills, both verbal and written.
4. Self-motivated with the ability to work to tight deadlines.
5. Strong compliance awareness and adherence to regulations.
6. Proven people management skills, with experience in leading a team.
Alignment with our core values:
* RELIABLE: Trustworthy and professional.
* RESPONSIVE: Adaptable to change and able to use own initiative.
* RESOLUTE: Possessing a "can-do" attitude.
* REASONABLE: Fair and sensible.
PERSONAL ATTRIBUTES:
* Strong leadership and strategic thinking abilities.
* High degree of numeracy and literacy.
* Self-motivated with a strong sense of accountability.
* Ability to interface with staff and colleagues at all levels within the business.
* Proactive and adaptable to changing regulatory landscapes.
* Commitment to continuous professional development in complaint management and compliance.
Job Type: Full-time
Pay: £25,000.00 per year
Work Location: In person
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