Complaints

What is a Chief Internal Auditor? The Chief Internal Auditor has overall ownership of and responsibility for the business’s own monitoring and evaluation of how risks are being managed, how the business is being governed and how well internal processes are working. What does a Chief Internal Auditor do? Leading, managing and developing the Internal…

What is a Complaints Administrator? Complaints Administrators are responsible for working with customers to investigate and resolve complaints caseloads. What does a Complaints Administrator do? Handling and resolving complaints; Communicating with customers via telephone; Responding to questions and complaints in a professional manner; Logging complaints on the CRM system. Are you looking to appoint a…

What is a Complaint Handler? Complaint Handlers investigate, resolve and report on customer complaints. What does a Complaint Handler do? Communicates with customers; Records the details of complaints; Investigates complaints against company policies and procedures and regulatory guidelines; Where possible, directly provides complaint solutions to customers; Ensures complaints are handled in line with process, procedures…

What is a Data Analyst? A Data Analyst drives data analysis of quality performance to identify high priority issues relating to complaints. What does a Data Analyst do? Determining drivers of complaint volumes and emerging trends; Developing in-depth knowledge of the relationship between business results, customer satisfaction and complaint volume trends; Improving complaint analysis frameworks.…

What is an MI Analyst? An MI Analyst is responsible for creating reports, with analysis and interpretation tailored to specific audiences including Senior Management What does an MI Analyst do? Producing MI regularly and on an ad-hoc basis on demand; Preparing data for external submission to regulators and clients; Gathering information for internal & external…

What is a Root Cause Analyst? A Root Cause Analyst is responsible for conducting in depth reviews and analysing data from reports to deliver observations, detail changes and identify the root cause. What does a Root Cause Analyst do? Continuously seeking new and improved working methods to reduce risks and improve customer experiences; Carrying out…

What is an Outcomes Tester? Complaints Outcomes Testers are responsible for overseeing the allocation, analysis and conclusion of customer complaints. What does an Outcomes Tester do? Conducts end to end outcome testing following a set framework and structure; Assesses the quality of customer outcomes during specific customer interactions; Identifies areas of risk and recommends improvements…

What is Quality Assurance? Complaints Quality Assurance professionals are responsible for checking Complaints cases to ensure the correct outcome has been achieved. What do Quality Assurance professionals do? Quality checks completed cases; Monitors calls; Focusses on positive customer outcomes and treating customers fairly; Provides constructive feedback to colleagues; Seeks and highlights opportunities to improve customer…

What is a Quality Checker? In Complaints, Quality Checkers are responsible for overseeing the output of Complaints Handlers. What does a Quality Checker do? Independently appraises customer cases, and the Complaint Handling staff’s responses; Identifies and assesses any risks in the Complaints Handling process; Ensures control activities are implemented and monitored; Delivers feedback and coaching…

What is a Complaints Team Leader? A Complaints Team Leader leads and manages a team of Complaint Handlers. What does a Complaints Team Leader do? Ensures complaints activity runs smoothly, to regulatory standards; Drives complaints handling performance, management information and feeding back to management; Oversees complaint review process, including data gathering, customer contact and decision…