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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
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 custo...