Complaints Officer Job Summary: Manage complaints with timeliness, sensitivity, and professionalism, delivering respectful, comprehensive, and concise responses, and analysing complaint trends to understand root causes.
Main Duties:
* Investigate and review complaints with consideration and in line with the complaints procedure.
* Draft responses to complaints that are comprehensive, concise, and empathetic, ensuring they meet quality standards.
* Accurately record details of complaints, investigations, and resolutions.
* Engage with complainants via phone, in person, and via email, using professional methods to deescalate situations.
* Identify complaint trends and use analysis skills to provide insights for improvement initiatives.
* Regularly report on complaint volumes, patterns, and resolution to Senior Management.
Role Requirements:
* Experience handling formal complaints and an understanding of best practices.
* Experience in conflict resolution.
* Understanding of relevant regulations, including Data Protection and confidentiality standards in relation to complaint handling.
* Excellent interpersonal skills and an ability to influence colleagues at all levels.
* Experience of conducting thorough investigations, including gathering relevant information and making objective decisions.