Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process
Handling all new incoming complaints
Liaise with the Complaints Manager to update and manage complaints processes and procedures
Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained
Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations
Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues
Communicating outcomes to the customer
Ensure all customer feedback is collated and that intelligent analytical approach is adopted
Prepare clear, informed responses to customers via letter and email