Complaints Coordinator

Ref: 373| Posted: 8th Aug 2022

  • Salary £21,000
  • Free onsite Parking
  • Excellent prospects for progression 

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