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Complaints Officer

To deliver an excellent customer journey to our customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact.

Company profile

Our customer is an expert in providing specialist warranties, with over 16 million people in 14 countries trusting to help with their breakdowns.

Job description

To deliver an excellent customer journey to our customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge. The Complaint Officer will engage with the customer to investigate and aim to reach an amicable solution to all of the customer complaints points raised to the customer satisfaction.

Develop and own, short- and medium-term strategies to improve performance and quality, whilst managing all key people metrics to agreed business standards. Effectively manage process and controls, in line with regulatory expectations, while delivering continuous improvement, through trend identification and reduction in complaints by working with the wider business

Keep TCF principals, the company promise and regulatory requirements at the heart of all decisions made and taking over complex customers issues and resolving in line with business guidance and regulatory requirements.

Forming an active part of the site management team, supporting and delivering key actions as required.

Main Tasks:

  • Deal with customer queries and complaints in the most efficient and helpful manner, meeting service levels whilst remaining calm and focussed on resolving the reason(s) for the customer contact.
  • Ensure that company procedures are followed, and company standards are maintained and applied consistently, challenging any standards not in line with ACPR/TCF guidance;
  • Be actively involved with strategic projects, owning any complaints related work streams;
  • Monitor KPI’s and ensure agreed service levels are met;
  • Conform to ACPR/TCF requirements where necessary;
  • Ensure all processes are reviewed and fit for purpose;
  • Produce monthly performance reporting as required, commenting on exceptions where needed;
  • Ensure all compliance requirements are adhered to, with exceptions reported and acted upon;
  • Ensure quality checking and complaint verification is in line with business requirements and that appropriate action is taken where required;
  • Gain and maintain a good understanding of governing bodies’ procedures, e.g. ACPR /Arbitration Services;
  • Attend all internal and external meetings as required, including onsite management meetings, customer service meetings, etc.

Strategic Management:

  • Give strategic direction for own business area, gaining strong levels of commitment from all stakeholders;
  • Contribute and drive ideas for continuous improvement;

Internal Relationships:

  • Uses own behaviour to model and create an environment for open and positive communication between others;
  • Appropriately challenge others’ opinions without causing defensive reactions, also manage own behaviour in the most testing situations;
  • Develop an understanding of how other departments operate.

Requirements

Fluent in Dutch/Flemish and/or French

  • interpersonal skills
  • communication skills - verbal and written
  • listening skills
  • problem analysis and problem-solving
  • attention to detail and accuracy
  • data collection and ordering
  • customer service orientation
  • adaptability
  • initiative
  • stress tolerance

Benefits

  • Permanent Full Time Job, from Monday to Friday
  • Good stable salary with high sales commissions, Ticket Restaurant, Company Life Insurance
  • Young, dynamic and international work atmosphere with comfortable work conditions

Location

Madrid, Spanje

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Madrid


28013 Madrid Directions

Why work with us?

Recruit4.Work was built on four core values, and they are as relevant today as the day we began: honesty and clarity, proactivity, long-term relationships, and knowledge.

  • Honesty and clarity

    We ensure these values are the basis of our interaction with everyone; clients, candidates, suppliers and each other.

  • Proactivity

    We are creative and solutions driven and don’t rely on existing methods. We are flexible, open to change and constantly question the status quo

  • Long-term relationships

    We develop relationships with a view to forming successful and sustainable long term partnerships of mutual benefit.

  • Knowledge

    We continually build upon our in-depth understanding of the disciplines and sectors in which we operate.

Recruit4.work

Recruit4.work will do more than just finding that absolute professional for you. We judge the person also at their personal and contactual abilities.

Will he/she fit within your organisation structure? Is he/she a real team player, will he/she show enough leadership to lead a larger unit, is it a real personality, and will he/she estimate that very special procedures characterizing your organisation?

A company specialized in recruitment and selection will take those aspects seriously in the profile. 

Recruit4.work is such a company.


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