Customer Relations and Complaints Specialist
Skills
Build Strong RelationshipsBusiness Process ImprovementContinuous ImprovementCustomer ExperienceCustomer Relationship ManagementManagement Information SystemsRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience managing complex customer complaints or escalated casework from investigation through to resolution
- Experience producing detailed professional outcome letters
- Excellent written communication skills with the ability to present complex information clearly
- Strong investigative skills with the ability to analyse information assess evidence and make fair evidence-based decisions
- Confident handling sensitive and challenging conversations with professionalism and empathy
- Experience working collaboratively with multiple stakeholders including Compliance Legal or Accounts
- Strong organisational skills with the ability to manage multiple ongoing cases while meeting service level agreements
- A proactive mindset with the ability to identify trends recommend improvements and help reduce future complaints
- Resilient adaptable and comfortable working in a fast-paced environment
Nice to have
- Empathetic
- Proactive
- Resilient
- Adaptable
- Collaborative
Day to day
- Manage a portfolio of complex customer complaints and escalations from investigation to resolution
- Conduct detailed investigations by gathering evidence from multiple internal stakeholders and delivering fair timely outcomes
- Prepare professional outcome letters and maintain accurate case records to support reporting compliance and continuous improvement
Hiring process
- Click apply and submit your application
- Recruitment team reviews your application
- Successful candidates are contacted for an initial chat