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Complaints Resolution Specialist

2 months ago

Liverpool, Liverpool, United Kingdom Venn Group Full time

Complaints Officer / Advisor (stage 1 complaints) Role

Job Summary:

Venn Group is seeking a skilled Complaints Officer / Advisor to join our team. As a Complaints Officer / Advisor, you will be responsible for providing high-quality complaint resolution services to our clients.

Key Responsibilities:

  • Triage and Resolve Stage 1 Queries: Respond to customer inquiries and resolve complaints at the first point of contact where possible.
  • Investigate and Escalate: Lead the investigation of stage 1 complaints proactively, in accordance with our complaints policy. Pass complaints to the Team Leader for allocation to the team when necessary.
  • Collaborate with Stakeholders: Liaise with departmental managers to investigate complaints and challenge proactively where information is not provided, missing, or incorrect, and actions have not been followed up.
  • Recommend Compensation: Recommend the amount of compensation to be awarded and the reason for it.
  • Ensure Accurate Record-Keeping: Update systems with accurate and up-to-date information so that other teams are aware of the status of customer complaints.

Requirements:

To be considered for this role, you will need to be available to start within a short notice period.

About the Role:

This is a fantastic opportunity to join a dynamic team and contribute to delivering exceptional customer service.