Complaints Officer

Type:           Permanent
Sector:        Call Centre and Customer Service
Salary:         £22000 - £25000 per annum
Location:    Kings Hill, Kent

Complaints Officer


Kings Hill


£22,000 - 25,000 (Depending on Experience)


1st Step Solutions are proud to be recruiting for a Complaints Officer, for one of our key clients based in Kings Hill.


You will be working within the complaints team, who are responsible for responding to all customer complaints that cannot be resolved within 3 days. This role involves investigating the complaint and responding to and resolving complaints, liaising with the FOS when required.


Role Responsibilities


Complaint case management


Preparing complaint files


Investigating the complaint


Drafting a reply to the complainant


Finalizing the reply to the complainant


Responding to complaints in the most appropriate manner


Logging and reporting of complaints


Identifying trends in complaints


FOS case management


Preparing files for FOS submission


Replying to FOS correspondence


Arranging for the implementation of the FOS decision


Logging and reporting of FOS cases


Candidates applying MUST have experience of Complaint handling and customer service skills. You have to be able to demonstrated the ability to communicate difficult decisions when required.You will be a confident communicator with the ability to remain calm under pressure show empathy and listen to customers genuine concerns.



Complaints, FOS, Financial Services, Customer Service

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