Job Description

We are looking for a Complaints Officer to work mainly from home but there will be some need to work in Croydon

The Complaints Officer role is responsible for responding to customer and client complaints, is required to liaise with relevant sections (Operational and Client) as necessary, and ensure that all complaints are dealt with within in line with the SLA to the agreed timescales and to the required standard. Average caseload is 15-25 complaints.

Another key part of this role is looking forward to actively encourage Continuous Improvement within the account using data from the complaints process as one of the inputs.

Key Responsibilities

To investigate and resolve received complaints for the account, working with the operational teams to gather information required
To be a contact point and support customers/colleagues to resolve internal/external complaints
To analyse complaints trends from across the business to provide actionable insight and intelligence to senior stakeholders and clients
To own, maintain and respond to complaints within the SLA to the agreed timescales
To implement Continuous Improvement plans process across all core sites
To provide support to Complaints Manager and other teams as required



Essential Skills Experience and Knowledge

Able to influence behaviour of colleagues and clients
Highly motivated with a proved track record of delivering to a high standard in a customer focused environment
Very strong interpersonal and customer service skills
Excellent stakeholder and relationship management skills with the ability to communicate effectively to non-technical people
Excellent analytical and problem solving skills, working logically and systematically
Full internal investigations into complaints and successfully reaching appropriate resolutions