Complaints Officer

Do you have a knack for helping people in stressful situations? Do you have experience in managing customer complaints? If so, then this is the job you've been searching for!!!!

Benefits

• Ongoingsupportandtraining
• 3%pension
• 33daysannualleave(includingbankholidays)
• ChristmasShutdown
• LifeInsurance
• Careerprogression

Our client are one of the largest and most successful debt resolution companies in the UK and they're looking to expand their head office team with the addition of a complaints officer. This close-knit, friendly, fun team are looking for someone who has good complaints handling experience with customers who is looking for a permanent full time position!

• Investigate, resolve, and respond to customer complaints by liaising with internal departments and utility clients to gather relevant information and provide accurate, timely responses.
• Ensure all complaints are resolved within regulatory and contractual timeframes, maintaining compliance and service standards.
• Communicate professionally and empathetically with customers via email and written correspondence, simplifying complex or sensitive issues to support understanding.
• Manage and record all incoming and outgoing communications.
• Clearly explain debt collection processes and account statuses to customers, aiming to de-escalate concerns and rebuild trust.
• Consistently meet individual and team KPIs, actively participate in monthly one-to-one meetings, and pursue continuous professional development
• Provide constructive feedback and identify training needs for Customer Contact and Field Agents based on insights gained from resolved complaints.
• Maintain accurate and detailed records of complaint investigations, analysing data to identify trends and reporting findings to the Compliance Manager.
• Ensure fair, consistent, and respectful treatment of client customers across all interactions.
• Appropriately escalate urgent matters and communicate findings constructively across relevant departments.
• Assist in the processing of Data Subject Access Requests (DSARs) in accordance with GDPR and company procedures.

Apply immediately to avoid disappointment, this role will be gone quickly!