Complaints Officer

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