Job Description

As a Complaints Resolution Executive, you will be responsible for the review and initial acknowledgement, investigation, response and solution of customer complaints; received through multiple channels including but not limited to phone calls, emails, customer service questionnaires and social media reviews.

Main Accountabilities

• Initial contact with dissatisfied customers to understand concerns, with the aim to resolve the complaint on first contact
• Where conclusions cannot be reached over the phone on first contact, you will be required to conduct a full and thorough complaint investigation, collating information from multiple sources including borrowers, brokers, lenders, solicitors and enact employees of all levels
• Liaising with internal and external stakeholders, including Operations Managers, Sales and VP's making recommendations for fair, impartial decisions to refute or uphold the customer complaint, in line with enact policies.
• If appropriate, calculate redress and compensation in line with enacted policies.
• Identify root causes of customer complaints, offering ideas for improvement to reduce volumes and improve the customer experience.
• Ensure complaints are addressed promptly and proactively in accordance with enacts' procedures whilst maintaining a customer focused approach.
• The ability to write an excellent standard of report, acknowledging the customer concerns raised, explaining the investigation and findings, ensuring the letter responds to all issues raised.
• Work closely with the Customer Relations department, being an advocate for process improvement both internally and for our customers. Deputizing where required.
• Completing quality assurance reviews for complaint handlers, providing feedback and actions for improvement.
• To be a champion of delivering an exceptional customer experience, providing feedback to the business where changes are needed to make positive improvements for our customers.
• Review and closes the open cases

Educational Requirements: :

• Any bachelor's degree from a recognized institute in a related field

Experience, Knowledge & Technical Skills

• Minimum 2 years experience in Documentation or Content Writing
• Ability to share technical ideas and concepts with public and non-technical personnel
• Must have computer knowledge, especially MS Office
• Fluent in English

Job Type: Full-time

Experience:

• Documentation and Content writing: 1 year (Required)