Complaints Officer (temp)

Salary: £15.69 - £16.48 per hour plus holiday pay

Offices based in Sidcup or Stratford - 3 -4 days WFH

Hours: full time, 35 hours per week

Temp role - week on week for around 3 months

Our client is seeking a Complaints Officer to join their Customer Relations team due to expansion. They continually strive to provide a first-class service to their customers and are equally committed in making the right decisions with complaints.

As a Complaints Officer - Reviewer, you will be responsible for effectively reviewing, investigating, and responding to Stage 2 complaints in line with the an in house Complaint Handling Code. Your will need great communication skills, both verbal and written, and out the box thinking to produce excellent responses to escalated cases.

In this role, you will balance your time speaking with customers over the telephone to understand why they have requested their complaint to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes, and at times, compensation for the escalated cases.

To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce letters to a very high standard, including a full review of your investigation. You need to have a confident approach in reviewing escalated cases, as you will need to challenge decisions that may have already been agreed from other business areas. Therefore, strong and effective communication skills are essential!

This ideal candidate will be very customer focused, who not only meets and exceeds targets but also thrives and works well under pressure in a fast-paced environment.

In this role, you will be responsible for:

• Managing your own caseload
• Conducting impartial investigations/ reviewing stage 1 decisions
• Working within response deadlines and adhering to team SLA’s/ KPI’s
• Liaising with customers and internal departments via telephone and email
• Challenge decisions of internal departments
• Calculating compensation in line company procedures
• Ensuring information is documented and systems are updated

Key skills and experience:

• Strong customer service
• Previous complaint handing experience
• Excellent written and verbal communication
• Inquisitive and investigative nature
• Critical thinker and ability to use own initiative
• Quick learner
• Computer literate
• Able to work within SLA's and targets

Salary & Benefits

• Agile working
• Strong family friendly policies
• Committed Learning & Development
• Annual leave starting from 26 days rising to 31 PLUS bank holidays
• Excellent Pension Scheme - double contribution up to 6%
• Generous non-contributory life Assurance
• An Employee Assistance Programme

Braundton Consulting is a recruitment agency recruiting on behalf of a client.