Complaints Officer

Key Responsibilities:

·       Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process

·       Handling all new incoming complaints

·       Liaise with the Complaints Manager to update and manage complaints processes and procedures

·       Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained

·       Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations

·       Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues

·       Communicating outcomes to the customer

·       Ensure all customer feedback is collated and that intelligent analytical approach is adopted

·       Prepare clear, informed responses to customers via letter and email

·       Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that arise

Requirements

Qualification and Experience:

·       Minimum of 1 years’ experience in a customer service and/or quality/complaints function

·       Meticulous eye for detail and ability to prioritise effectively

·       Highly organised with a rigorous problem-solving technique

·       Willingness and ability to undertake training needed to fulfil the changing requirements of the job

·       Ability to work as part of a team, promote team working and share ideas

Work mode:

Work from Office.

Shift Time:

10am-7pm.

Location:

DHA Sector F Rwp.

Salary:

Market Competitive.