Complaints Officer

About the Role

Join a reputable banking institution with over a century of heritage, positioned as a prominent local and international financial services provider. This role offers an opportunity to contribute to the bank's growth and to help shape an impactful future. The Complaints Officer serves as a key player in enhancing customer experience by effectively managing and resolving customer complaints in line with established processes.

Key Responsibilities

• Record, manage, and follow up on customer complaints ensuring resolution within agreed timelines.
• Address and resolve customer queries or complaints raised via branches or other channels within 48 hours.
• Identify and recommend improvements to systems and processes that hinder optimal customer service delivery.
• Serve as the central reference point for best practices and ownership relating to complaints within the business.
• Prepare and provide reports detailing the top three recurring complaints for branch management, and follow up on related action plans.
• Maintain proper filing of all complaint-related data and correspondence.
• Support additional branch tasks as delegated by the line manager.

Service Improvement

• Maintain adherence to service levels through timely query and complaint resolution.
• Ensure accuracy and integrity of complaint data.
• Manage escalated customer issues promptly and effectively.
• Coordinate with various business units to uphold and enhance customer service standards through proactive outreach.
• Drive performance improvements by recommending and implementing procedural changes that balance customer satisfaction and cost efficiency.

Capability Development

• Assist in recognizing and rewarding staff demonstrating exceptional customer service.
• Identify staff training needs and liaise with the Training Analyst or Branch Manager to address them.

Risk Management

• Ensure compliance with statutory, legal, and group policies including GMS V5 standards.
• Maintain a strong risk profile by enforcing strict controls over service level agreements (SLAs).
• Manage the administration of statistical data related to productivity and service levels.
• Conduct all activities in full compliance with regulatory requirements, the bank's Operational Risk Framework, and internal policies.

Education Requirement

A Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies is mandatory.