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The Senior Customer Complaints Coordinator is responsible for managing a high-volume caseload of customer complaints, ensuring fast, accurate, and compliant resolutions in accordance with service level agreements (SLAs). This role is crucial for maintaining customer satisfaction and requires exceptional attention to detail, strong multitasking abilities, and effective prioritisation skills in a dynamic environment.
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Handle and resolve up to 100 customer enquiries/complaints per day in line with SLA requirements.
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Deliver accurate, compliant, and high-quality resolutions within tight deadlines.
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Manage a high-volume caseload, ensuring all cases are tracked, progressed, and closed efficiently.
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Prioritize workload effectively to meet competing demands and deadlines.
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Maintain a high level of attention to detail when reviewing and processing cases.
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Provide clear and professional communication to customers across multiple channels.
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Take ownership of complex complaints and escalate where necessary.
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Ensure all resolutions comply with regulatory requirements and internal policies.
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Support continuous improvement by identifying trends and areas for process enhancement.
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Proven experience in a fast-paced, high-volume complaints or customer service environment.
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Strong track record of managing complex complaints and delivering compliant outcomes.
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Experience working to strict SLAs and daily productivity targets.
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Ability to handle large caseloads efficiently with minimal supervision.
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Experience within a regulated environment is highly desirable.
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Exceptional attention to detail and accuracy.
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Strong multitasking, organization, and time management skills.
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Ability to prioritise effectively under pressure.
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Excellent problem-solving and decision-making abilities.
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Strong written and verbal communication skills.
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High level of resilience and ability to thrive in a fast-paced environment.
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Competent in using multiple systems and managing high volumes of data.
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