Complaints Officer

Key Responsibilities:· Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process· Handling all new incoming complaints· Liaise with the Complaints Manager to update and manage complaints processes and procedures· Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained· Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations· Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues· Communicating outcomes to the customer· Ensure all customer feedback is collated and that intelligent analytical approach is adopted· Prepare clear, informed responses to customers via letter and email· Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that ariseRequirementsQualification and Experience:· Minimum of 1 years’ experience in a customer service and/or quality/complaints function· Meticulous eye for detail and ability to prioritise effectively· Highly organised with a rigorous problem-solving technique· Willingness and ability to undertake training needed to fulfil the changing requirements of the job· Ability to work as part of a team, promote team working and share ideasWork mode:Work from Office.Shift Time:10am-7pm.Location:DHA Sector F Rwp.Salary:Market Competitive.

Key Responsibilities:

· Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process

· Handling all new incoming complaints

· Liaise with the Complaints Manager to update and manage complaints processes and procedures

· Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained

· Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations

· Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues

· Communicating outcomes to the customer

· Ensure all customer feedback is collated and that intelligent analytical approach is adopted

· Prepare clear, informed responses to customers via letter and email

· Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that arise

Requirements

Qualification and Experience:

· Minimum of 1 years’ experience in a customer service and/or quality/complaints function

· Meticulous eye for detail and ability to prioritise effectively

· Highly organised with a rigorous problem-solving technique

· Willingness and ability to undertake training needed to fulfil the changing requirements of the job

· Ability to work as part of a team, promote team working and share ideas

Work mode:

Work from Office.

Shift Time:

10am-7pm.

Location:

DHA Sector F Rwp.

Salary:

Market Competitive.