Complaints Officer - HYBRID

Location West Malling
Discipline: Administration & Support , Customer Service
Salary: £33000.0
Contact name: Felicity Handley

Contact email:
Job ref: 6722
Published: 20 days ago

Are you an experienced Complaints Officer looking for a new challenge with a growing financial services company? 

This role requires your to be on site 5 days a week during training where it will then move to a hybrid model of 2 days per week on site. 

You must be able to drive to access the location. 

Key responsibilities for the Complaints Officer: 
- Working as the sole complaints officer, roughly 20/30 complaints per month
- Investigating all complaints internally to get a thorough understanding of the timeline and analysing details to formulate the correct response by letter. 
- Analysing trends of complaints, running reports and presenting findings within board meetings 
- Supporting with a section of the new starter induction to cover off how to spot/escalate complaints correctly  
- Running monthly complaints meetings with managers to reflect on lessons learnt and where improvements need to be made

Key Skills for the Complaints Officer: 
- Experience in a complaints role is essential - applications without this will not be considered. 
- Excellent written skills 
- You must have experience in a financial services or regulated company 
- Ability to adhere to strict SLAs 
- Confident with unmatched customer service 
- You must be able to drive and have access to a car to access the site. 

Please apply as directed!