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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer complaints through effective communication, problem-solving, and adherence to compliance regulations. Capable of driving continuous improvement in customer service outcomes while maintaining exceptional attention to detail.
Highest-signal resume keywords
Customer Complaint ResolutionEffective Communication SkillsProblem-Solving SkillsAttention to DetailCompliance Adherence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyResilienceMotivation for Customer ServiceAbility to Manage Multiple CasesConfidence in Challenging Conversations
Industry Keywords
Complaint Process ManagementContinuous ImprovementStakeholder ReportingComplaint RegulationsConsumer Fair Outcomes
About the role
Key responsibilities & impact- Own, investigate, and resolve customer complaints to meet business and customer expectations
- Manage each customer's end-to-end journey through the complaint process
- Ensure customer interactions exceed expectations
- Proactively contact complainants with regular updates and information about expected outcomes
- Produce regular complaints reporting for key stakeholders
- Identify root causes and provide analysis to drive continuous improvement in the customer journey
- Work toward targets including complaint closures and response times
- Work with Compliance to ensure adherence to complaint regulations and policies
- Deliver fair outcomes for consumers in accordance with complaint-handling procedures and regulations
Requirements
What you’ll need- Exceptional verbal, written, and listening communication skills, with the ability to empathise and show compassion
- Confidence presenting and summarising complex scenarios
- Confidence supporting team members, reviewing work, and delivering feedback
- Proven problem-solving skills, including listening, digesting information, and acting accordingly
- Exceptional attention to detail
- Resilience when working through challenging cases
- Motivation to provide high levels of customer service and complaint resolution
- Ability to manage multiple cases and work to challenging timescales
- Ability to evaluate a range of evidence and reach conclusions
- Ability to deal confidently with challenging conversations
Benefits
Comp & perks- Private healthcare cover
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
- Eyecare scheme
- 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
- 1 paid family/religious day of leave per year following successful probation period
- 1 paid charity volunteering day per year
- Option to buy/sell up to an additional 3 days leave per year
- Enhanced maternity, paternity or shared parental leave
- 2 days off for your wedding upon joining, and up to 5 days after 2 years' service
- Flexible working options & a hybrid work approach
- Auto-enrolled salary sacrifice pension scheme
- Life assurance
- Season ticket loans, salary advances & loans to buy/rent a home based on tenure
- Cycle to work scheme
- Highflyers incentive, a VIP experience for high performers across Bionic Group
- Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
- Long service awards
- Career progression, recognition, and reward opportunities