Do you want to work for an award winning financial services organisation that are renowned for ensuring their employees are looked after, together offering ongoing training and career development? They are now seeking some additional Complaints Representatives who will be fully responsible for ensuring the highest standards of service in handling customer complaints, identifying trends, and improving resolution at the first point of contact. You will focus on investigating complaints, providing insight through complaints packs, and driving improvements in customer service processes across the business. Specific responsibilities will include: Acting as the first point of contact for customer complaints, ensuring they are handled efficiently and professionally to maximise resolution at first contact.Conduct fully in-depth investigations into customer complaints, identifying root causes, and drafting comprehensive responses to ensure a fair and consistent approach.Developing and maintaining complaints packs that highlight key trends, recurring issues, and areas for service improvementPerforming quality checks on complaint resolutions and customer interactions to ensure adherence to company standards and regulatory guidelines.Provide feedback and coaching to Customer Service teams to enhance complaint handling skills and reduce repeat issues.Lead engagement meetings/share best practise with other departments to improve complaint resolution at 1st point of contact. These are ..... full job details .....