Complaints Coordinator

Ref: 373| Posted: 8th Aug 2022

Main Purpose of the Role

To handle consumer complaints from members in accordance with internal processes and manage the portfolio of complaints.

Key Responsibilities

Full investigation and resolution of consumer complaints, making decisions on whether to uphold or reject the complaint based on evidence researched and presented.
Accurately and consistently log each complaint onto the database and documenting the rationale for the decision
Communicate in a helpful and friendly manner the outcome of the investigations, including difficult decisions to customers and relevant business areas
Management of portfolio of complaints with responsibility for maintaining required levels of productivity, quality and customer service
Liaising with key stakeholders in the business to identify root causes of complaints ensuring remedial action is taken where necessary
Look for opportunities to identify on-going issues and eliminate repeat complaints in order to improve our overall customer experience
Reporting issues and escalating complaints to the Compliance Panel for review in respect of considering sanctions on a member’s certification
Deal with any Subject Access Requests / Witnessed Statements concerning consumer complaints
Carry out internal audits and quality control checks on a sample of complaints to verify the accuracy of handling, once fully trained and working independently