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Complaints Officer

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Complaints Officer

Reporting to: Customer Insights Manager
Department: Insights


About the Role

The Customer Insights Team are responsible for responding to all customer complaints. The role involves investigation, responding to and resolving complaints along with liaising with the FOS when required.


Role Responsibilities

  • Complaint case management
  • Preparing complaint files
  • Investigating the complaint
  • Determine the root cause of the complaint and feedback to Complaint Technical Team Leader where appropriate
  • Drafting and finalising the reply to the complainant
  • Responding to complaints in the most appropriate manner
  • Logging and reporting of complaints
  • FOS case management
  • Preparing files for FOS submission
  • Replying to FOS correspondence
  • Corresponding with the customer
  • Arranging for the implementation of the FOS decision
  • To refer to a manager when any work falls outside their area of knowledge or expertise


Personal Qualities

  • Complaint handing and customer service skills
  • Communication, influencing and negotiation skills
  • Decision making and being able to take initiative
  • Ability to remain calm under pressure
  • Flexibility to respond to changing requirements and client needs
  • IT and numeracy skills
  • Research, investigative and analytical skills with the ability to make pragmatic and commercial decisions
  • Good literacy skills, cable of constructing professional, explanatory and well written letters


What’s next

Interested in working with us? Send us a cover letter and your CV or resume explaining why you’d be great for the job. We value your unique talents and point of view, so feel free to tell us what you are all about.

At tifgroup, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. tifgroup is an equal opportunity employer. We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

Tif Group, Culture & Values
Culture & Values

We support a platform of creativity and experimentation, where learnings and outcomes are valued, where passion and innovation collide.

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1 Tower View
Kings Hill
West Mallingx
ME19 4UY
+44 (0) 203 829 3813