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Complaints Processor

8 months ago

North London, United Kingdom Vision RT Ltd. Full time

**About the role**

The Complaints Processor is primarily responsible for the prompt assessing, evaluating, and processing of complaints and the escalation of high priority issues.

The Complaints Processor is responsible for collaborating with other entities within the firm to gather additional information and gain full understanding of problems on a case-by-case basis to complete complaint investigations and establish root cause.

**Key Responsibilities will include**:

- Prompt processing, analysis, and submission of complaint investigations
- Investigating complaints and driving improvements within the organisation
- Assist with preparation of trend reports related to complaint root cause and provide data for complaint review meetings
- Administering the complaint handling database
- Interface, communicate, and coordinate with internal staff on complaints for the purpose of investigation, root cause (as required) and identification/promotion to the Product Delivery/Production/Training/Service teams of items that require improvement and offer proposals for solutions where appropriate.
- Escalating high priority issues
- Foster and maintain a workplace culture respectful and supportive of individual differences
- Must work and interact effectively and professionally with others throughout various levels of the global organization
- Strictly adhering to safety requirements
- Maintaining regular and punctual attendance
- Maintaining company quality standards
- Any other duties as appropriate or as required by the quality system or company policies

**Essential Skills & Experience**:

- Proficiency in the Microsoft Office suite of products (Word, Excel, Powerpoint and Outlook) is required.
- Strong organizational skills, and ability to triage and prioritise tasks
- Critical thinking and attention to detail required, as well as a demonstrable level of evidence-based/data-based approach to analysis
- Excellent analytical and problem-solving skills
- Excellent verbal communication skills and technical writing
- Must have effective oral and written and presentation communication skills.
- Must have a results-oriented attitude.
- Must be able to perform the essential functions of the job, with or without reasonable accommodations
- Work is performed in a normal office environment with majority of day spent sitting and moving around the department

**Desirable Skills & Experience**:

- Advanced skills with MS Excel (e.g Vlookup, pivot table analysis etc)
- 2 Years’ experience with Trend Analysis