To handle escalated complaints for all markets via email or calls. Providing tailored and where appropriate, bespoke responses to Authorities, Consumer Organizations, Internal Stakeholders and members handling all their concerns. Working closely with the markets legal councils and Reputation Team to ensure the responses and solutions offered minimise the risk of future action. Building a robust complaints handling kit including reporting on volumes, analysing the nature of complaints and providing recommendations to the business on areas that could reduce future complaints. Providing real-time feedback into the leadership team when risks are identified.
Complaint handling
Complaint Management Best practices
Other: department specific activity as agreed with Team Manager
Cooperation with other departments Stakeholder Management
Excellent communication skills
Excellent computer skills
Detail oriented: Must strive for zero errors and understand the impact errors can have on the customer journey and the business
Autonomy: Must be well organised with excellent prioritisation and planning skills
Team Player: Must have built good relationships with key stakeholders
Must be fluent in English and Spanish (advanced writing skills) (an additional language would be an asset)