Complaints Administrator

Key Responsibilities: 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; Ensure and maintain a high level of customer service at all times by taking control of any customer complaints that arise