Complaints Officer

About the role

The Complaints Officer will deliver customer support services that enhance the overall experience by following defined objectives and standard operating procedures. Working primarily within a branch environment, the role focuses on timely resolution of complaints, service improvement and risk compliance.

Key responsibilities

• Capture, manage and track resolution of customer complaints, ensuring responses within 48 hours and adherence to target response times.
• Identify and recommend improvements to systems and processes that hinder customer service.
• Act as the central point of reference for best‑practice complaint handling and produce regular reports on the top three recurring complaints.
• Maintain service level agreements, ensure data integrity and handle escalated queries.
• Liaise with business units through care calls to uphold and improve service standards.
• Support capability development by recognising excellent service, identifying training needs and recommending appropriate programmes.
• Ensure compliance with statutory, legal and group requirements, maintain a strong risk profile and manage statistical reporting on productivity and service levels.

Required profile

• Further Education and Training Certificate (FETC) in Business, Commerce or Management Studies.
• Strong attention to detail and ability to work within defined procedures.
• Excellent written and verbal communication skills for accurate filing and reporting.

Required skills