Senior Customer Complaints Coordinator

Job Title: Senior Customer Complaints Coordinator

Contract Type: 4-Month Contract

Compliance Requirement: Basic DBS Check Required

Summary

Key Responsibilities

• Handle and resolve up to 100 customer enquiries/complaints per day in line with SLA requirements.
  
• Deliver accurate, compliant, and high-quality resolutions within tight deadlines.
  
• Manage a high-volume caseload, ensuring all cases are tracked, progressed, and closed efficiently.
  
• Prioritize workload effectively to meet competing demands and deadlines.
  
• Maintain a high level of attention to detail when reviewing and processing cases.
  
• Provide clear and professional communication to customers across multiple channels.
  
• Take ownership of complex complaints and escalate where necessary.
  
• Ensure all resolutions comply with regulatory requirements and internal policies.
  
• Support continuous improvement by identifying trends and areas for process enhancement.
  

Experience Required

• Proven experience in a fast-paced, high-volume complaints or customer service environment.
  
• Strong track record of managing complex complaints and delivering compliant outcomes.
  
• Experience working to strict SLAs and daily productivity targets.
  
• Ability to handle large caseloads efficiently with minimal supervision.
  
• Experience within a regulated environment is highly desirable.
  

Qualifications & Skills

• Exceptional attention to detail and accuracy.
  
• Strong multitasking, organization, and time management skills.
  
• Ability to prioritise effectively under pressure.
  
• Excellent problem-solving and decision-making abilities.
  
• Strong written and verbal communication skills.
  
• High level of resilience and ability to thrive in a fast-paced environment.
  
• Competent in using multiple systems and managing high volumes of data.
  

Additional Information

• Pay: Bi-weekly