Job Description
About The Role
As a Customer Complaints Handler, you will play a key role in the delivery of Service Excellence to our customers. This will be achieved through managing the resolution of complaints, which may involve complex solutions through liaising with several parties. This is a role for someone who is articulate and efficient, with excellent communication and analytical skills.
1. Take ownership and responsibility of managing and resolving all types of complaints, including new in, escalations and Ombudsman complaints, turning those challenging situations into positive ones.
2. Ensure the complaints are handled to the highest possible standard of customer care and within the agreed SLAs, ensuring that the customer is informed of progress.
3. Gaining fair and appropriate compromise to prevent regulatory escalations.
4. Fully investigate the complaint and for you to personally resolve the issue, without the need to reply on another department.
5. To complete a full account health check in order to prevent future contact or a further complaint.
6. Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process.
7. To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulat...