Our client based in Waltham Abbey are seeking a professional, highly organised Customer Care & Complaints Officer to join their team. In this role you will act as a key point of contact for customers, managing enquiries and complaints from initial receipt through to resolution. You will be responsible for ensuring situations are handled efficiently, empathetically and in line with company procedures and regulatory requirements.
This position is working between 30 - 35 hours per week, Monday - Friday, our client is quite flexible with start/ finish times. This is a hybrid role working 3 days in the office and 2 days from home. The FTE permanent salary on offer is between £28,000 - £30,000 depending on experience. Due to our client’s location, candidates should have their own mode of transport due to limited public transport in the area.
Candidates must be adaptable, can work in a fast paced and varied role and is an excellent communicator, particularly with written communication as the role is heavily email based. You must have good problem-solving skills and be confident in speaking to customers.Key Responsibilities: *Professionally communicate via email and phone, addressing concerns and enquiries with empathy, clarity, and professionalism while maintaining a high standard of service.
*Handle incoming complaints promptly and in line with company policies, ensuring they are resolved fairly within established timeframes and maintaining full compliance with regulatory requirements.
*Draft responses to complaints and queries accurately and thoroughly, ensuring each response is based on a detailed review of the individual case. Provide updates to senior management when necessary for oversight or guidance.
*Manage escalated complaints with urgency and care, working closely with the department and senior management to ensure timely and effective resolutions.
*Ensure that complex or sensitive issues are handled according to company procedures and best practices, with appropriate involvement from relevant stakeholders.
*Liaise with external stakeholders to ensure all compliance and regulatory matters are addressed. Maintain effective communication with third parties to support ongoing investigations and resolve any disputes or claims.
*Work with internal representatives to review complaints or claims that involve potential further action, ensuring that any necessary documentation is collected and that the company’s position is accurately represented.
*Maintain detailed and accurate records of all correspondence and case activity on the case management system, ensuring that every interaction and step is documented clearly to support future actions, audits, or compliance reviews.
*Respond to general enquiries efficiently and accurately, providing clear, correct, and up-to-date information to uphold the company’s professional reputation and ensure customer satisfaction.
*Collaborate with agents and internal departments to gather necessary case information, assess potential risks and support an informed and coordinated response to complaints.
*Liaise with clients over ongoing correspondence, ensuring they are kept informed about the progress of complaints and resolutions and providing feedback or additional information as needed.
*Assist with developing and improving complaint handling procedures, contributing to the continuous improvement of the customer service function and helping to identify trends that may require process adjustments.
*Any other duties as directed by your manager, particularly in relation to strategic escalation points, regulatory compliance or matters involving external teams.
Qualifications:· Proven experience in complaint handling, dispute resolution or similar.· Excellent written communication skills, with the ability to explain complex information clearly and concisely· Exceptional attention to detail and analytical skills to review and interpret case information.· Strong organisational skills, with the ability to prioritise tasks effectively and meet deadlines.· Professional, empathetic, and solution-focused approach when dealing with sensitive or challenging situations.· General Education to GCSE or GNVQ/NVQ qualification or equivalent. WhyJoinUs: *Joinasupportive,professional,andgrowingteam.
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