Role purpose:

Provide an excellent customer experience by taking a proactive approach to investigating and resolving a complaint; ensuring a fair outcome.

Accountabilities/Responsibilities:

* Balancing priorities - manage a pipeline of complaints
* Take ownership of complaints and make sure that fair outcomes are achieved for customers. 
* Empathise and acknowledge the customer's concerns; communicate regularly as you investigate and resolve the complaint. 
* Adapt to changing requirements which evolve as part of a growing business
* Work in conjunction with company policy and procedures 
* Build and maintain effective working relationships with colleagues
* Identify areas for process, policy and service improvements