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Complaint Resolution Specialist
2 months ago
Cherry Pick People is seeking a skilled Complaint Resolution Specialist to join our team. As a Complaint Resolution Specialist, you will be responsible for investigating complaints, taking ownership of cases, and ensuring timely resolution.
Key Responsibilities:- Deliver Exceptional Customer Service: Meet diverse customer needs through various channels, providing support and resolving issues in a timely and professional manner.
- Support Management in Resolving Escalated Complaints: Collaborate with management to resolve complex complaints, including drafting response letters and providing recommendations for resolution.
- Review Complaints and Compensation: Analyze complaints and compensation, advising on appropriate actions to ensure fair and timely resolution.
- Produce Regular Complaint Reports: Generate reports on stage 2 and ombudsman cases, providing insights and recommendations for improvement.
- Identify and Mitigate Reputational Risks: Identify potential reputational risks and develop strategies to mitigate them, ensuring learning lessons are logged, monitored, and prioritized by the business.
- Subject Matter Expert: Serve as the subject matter expert on best practices for complaint handling and regulatory compliance, providing guidance and support to the team.
- Extensive Experience: Possess extensive experience in handling complex complaints and leading on resolution of high-profile and business-significant escalated complaints.
- Strong Analytical Skills: Demonstrate strong analytical skills to identify trends and assist with the production of root cause analysis around escalated complaints.
- Regulatory Compliance: Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards.
- Competitive Salary: £34,000 to £37,000 per annum.
- Flexible Working: West London location with flexible working options.
- Generous Benefits: Competitive annual leave allowance, flexible working options, generous pension scheme, life assurance coverage, enhanced maternity, paternity, and adoption pay, health cash plan, staff discounts, and cycle to work scheme.
