Complaint Resolution Executive

We are looking to hire a Complaint Resolution Executive who will be responsible for reviewing, initially acknowledging, investigating, responding to, and resolving customer complaints received through multiple channels, including but not limited to phone calls, emails, customer service questionnaires, and social media reviews

Key Responsibilities:

• 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.

Qualifications:

• A bachelor’s degree in a related field from a recognized institution.
• At least 2 years of experience in Documentation or Content Writing.
• Ability to explain technical ideas clearly to both technical and non-technical people.
• Good computer skills, especially in MS Office.
• Fluent in English, both spoken and written.

If you meet the above qualifications, please submit your CV to hr-ae@toppansecurity.com, with “Complaint Resolution Executive ” mentioned in the subject line.

Due to the high volume of applications, only shortlisted candidates will be contacted for an interview.