Complaints Handler Job Description Template
Our company is looking for a Complaints Handler to join our team.
Responsibilities:
- Fully investigate and analyse all complaints providing the customer with a fair, comprehensive resolution;
- Resolution of all complaints within SLA, meeting KPIs and complying with Regulatory deadlines and rules;
- Alert team manager to any trends detected whilst resolving a complaint;
- Analysing trends;
- Provide advice and support to Directors in handling complaints;
- Facilitating and minuting meetings between complainants and staff;
- Contact internal and external parties for relevant information required to investigate and close the complaint;
- Ensuring culture of TCF adhered to at all times and take the Customer’s viewpoint to ensure fair and impartial resolution;
- Keep up to date with regulatory and legislative changes, with particular attention to FOS decision making and outcomes;
- Accurately capturing and documenting all complaints according to internal policies and procedures;
- Excellent knowledge of all Client profiles/products;
- Ensure the complaints database is updated and that information held is accurate;
- Assist with TCF feedback and provide recommendations for improvement;
- Assess complaints and make redress recommendation to demonstrate a fair and reasonable solution;
- Handling complex inbound and outbound telephone calls and other forms of communication.
Requirements:
- Ability to develop working relationships with internal and external partners;
- Good call control, including active listening skills;
- Organised and Punctual;
- Able to thrive under pressure, multi-task and prioritise workload;
- Good written communication skills;
- Excellent telephone manner;
- Basic knowledge of the requirements of the General Data Protection Regulation;
- Excellent written and oral communication skills;
- IT Literate;
- Self-motivated and able to work in a fast-paced, high pressured environment;
- Ability to build rapport and empathise with customers;
- Conscientious with the tenacity and resolve to see things through;
- Thorough, with good record keeping skills;
- Articulate.