Launch Recruitment
11 months ago
Complaints Officer
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Company information
- Company
- Launch Recruitment
- Location
- Österreich Austria
- Posted
- 11 months ago
Job description
About the Role
In this role, you'll be the key point of contact for escalated complaints and disputes—playing a critical part in achieving fair, timely outcomes for customers. Sitting within a centralised, independently operating team, you’ll work across multiple departments and external stakeholders, ensuring compliance with regulatory frameworks while delivering best-practice customer care.
Key Responsibilities
In this role, you'll be the key point of contact for escalated complaints and disputes—playing a critical part in achieving fair, timely outcomes for customers. Sitting within a centralised, independently operating team, you’ll work across multiple departments and external stakeholders, ensuring compliance with regulatory frameworks while delivering best-practice customer care.
Key Responsibilities
- Manage unresolved complaints and disputes in line with internal policies and external regulatory obligations.
- Communicate clearly and empathetically with customers and stakeholders, delivering exceptional service.
- Prepare well-documented, policy-aligned decisions and liaise with external bodies including AFCA and underwriters where necessary.
- Identify trends and contribute feedback that supports broader business improvements and systemic issue resolution.
- Maintain accurate records and support reporting obligations, including weekly, monthly and ad hoc metrics.
- Stay informed of evolving industry standards, legislative requirements, and best-practice dispute resolution.
- Strong experience in complaint handling or dispute resolution.
- Confident communicator with excellent written skills and a high level of emotional intelligence..
- High attention to detail and capable of managing competing priorities.
- Comfortable using Microsoft Office and CRM/reporting tools; RG165 or similar qualification is advantageous.
Required skills
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