Senior Complaints Officer

The Senior Complaints Officer is dedicated to resolving customer complaints, both orally and in writing, in a timely manner. They are also responsible for ensuring that issues that could affect other customers are identified and fed back. To support customers through the final stages of the internal complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.

You will handle and respond to regulator requests for information (enquires and investigation packs) and ensure that all information is collated and prepared to a good quality and provided within the required timeframe.

Main Duties

• Become a customer experience expert and brand ambassador, providing the highest standard of customer service.
• Conduct investigations into escalated complaints and reach an outcome based on the merits of each case, managing risk to the organisation.
• Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
• Collate information in response to requests for information from regulators, presenting a good quality response to enquiries or investigations, ensuring that the appropriate sign off process is adhered to at all times.
• Liaising and develop a working relationship with other Departments across the organisation and external stakeholders, including regulators, contractors, and local councillors.
• Assist with any necessary feedback to individual colleagues, managers, or teams on avoidable complaints and/or escalations.
• Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities.
• Supporting the collation of reports and governance contributions, as required, on complex and escalated complaints.

Skills and Knowledge

• Experience of working within a complaint handling role, with the ability to analyse complex complaints and customer feedback issues and evidence findings.
• Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
• Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service.
• Keen attention to detail.
• Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy.
• Problem-solving skills, with an eager, positive, and proactive approach.
• Ability to manage workload to ensure timescales are met, in a fast-paced environment.
• A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
• Strong organisational skills.