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Complaints Officer

Posted 6 February by Barker Munro Recruitment Ltd Easy Apply Ended

Complaints Officer, Mid Kent

Barker Munro recruitment, a local specialist recruiter based in Maidstone, is working with an expanding organisation based in Kings Hill, who are looking to add a Complaints officer to their customer centric team.

As a complaints officer, you will be working within a small team who are responsible for responding to all customer complaints that cannot be resolved within 3 days. The role involves investigating the complaint and responding to and resolving complaints whilst liaising with the FOS (Financial Ombudsman Service) when required. You will investigate complaints and conduct root cause analysis to identify opportunities or actions which would prevent future complaints.

Role Responsibilities

Complaint case management

* Preparing complaint files
* Investigating the complaint
* Drafting a reply to the complainant
* Finalising the reply to the complainant
* Responding to complaints in the most appropriate manner
* Logging and reporting of complaints
* Identifying trends in complaints

FOS case management

* Preparing files for FOS submission
* Replying to FOS correspondence
* Corresponding with the customer
* Arranging for the implementation of the FOS decision
* Logging and reporting of FOS cases

Root Cause Analysis

* To review complaints and identify patterns or trends
* To investigate and determine the root cause of the complaint
* To make appropriate recommendations to management
* To provide training to the business
* To refer to a manager when any work falls outside their area of knowledge or expertise

To be considered for the role, you should be able to demonstrate the ability to handle complaints whilst delivering excellent customer service skills. The ability to communicate is essential, particularly under pressure and remaining calm whilst talking to the customer over the phone. Knowledge of working within complaints within a FCA regulated environment would be highly beneficial.

Required skills

  • Customer Complaints
  • Drafting
  • Root Cause Analysis

Reference: 34411731

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