Job Description

Customer Complaints Handler - Milton Keynes

£11.54 Monday - Friday

JOB PURPOSE

This role is responsible for owning the investigation, resolution and outcome of complaints.

This role is required to deal with an extensive variety of complaints, systems and processes whilst being fully compliant with relevant legislation.

Undertaking fair, consistent, prompt and thorough investigations of complaints

Use of judgement to ensure fair and appropriate Customer outcomes

Ability to review evidence internally and from the customer to make a balanced judgement

Manage the diagnostic and triage processes across multiple channels in order to effectively categorise, route and prioritise a complaint.

Taking ownership of complaint caseload by interfacing with internal/external solicitors and the FOS where appropriate.

SKILLS AND EXPERIENCE

-Experience of working in a complaints environment
-Excellent verbal and written communication skills.
-Confident in dealing with, and managing expectations of, staff at all levels of the business.
-Proven ability to liaise with and manage stakeholder expectations
-Good attention to detail