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Job Title: Complaints Officer (6 month Contract) £18k (pro rata)

This vacancy is being advertised on behalf of Pay Monthly 2 Recruit who is operating as an employment agency.

Our Client is one of the UK’s leading providers of specialist Debt Recovery and Credit Management solutions. They are looking for a Complaints Officer to work from their offices just outside Croydon, Surrey. The role is a six month rolling contract to cover maternity leave.

Main Purpose of Job:

To ensure that all complaints are logged and dealt with in line with the companies complaint handling procedure 

To look to continually improve the effectiveness of the processes and procedures through effective auditing.

Main Duties and Responsibilities:

• To ensure that appropriate investigation of complaints is adhered within the appropriate timescales.

• To be responsible for the updating of the Complaints handling processes and procedures of the Quality Management System.

• To ensure that all written complaints are responded to by letter/email etc within the given time scales.    

• To be responsible for the auditing of actions taken on individual accounts where appropriate.

• To provide feedback to CRO’s on complaints received.

• To any feedback on the operational database.

• To create and provide monthly reports as per the Clients Service Level Agreements (SLA) and business plan objectives

• To ensure monthly call recordings are produced in accordance with client SLA’s.

• To identify any trends or training issues and advise the Senior Team leader accordingly.

• To produce complaints analysis report for the Board on a monthly basis.

• To support The Senior P&P Team leader in the preparation and delivery of presentations on complaints to CSL people.

• Performing all duties in accordance with the law and the Company’s Quality and Procedures Manuals including Health and Safety and Equal Opportunities.

• Undertake any other duties commensurate to this role as may be required from time to time.

Please send your CV and cover letter quoting Ref: PM2R/79/CPH

We endeavour to reply to all applications; however due to the high amount of online applications we receive, if you haven’t heard from us within 14 days, you have been unsuccessful with this particular role. If your application is not suitable for this position your CV will also be considered for any other vacancies we may have. You are very welcome to apply future advertisements placed by Pay Monthly 2 Recruit.