Job Description

Overall Purpose of the Position

• Take a leading role in the end-to-end management of customer complaints, including accurate recording, timely resolution, and root cause analysis. Ensure all cases are handled effectively, fairly, and in line with regulatory requirements.
  •Represent the customer voice across the organisation by identifying recurring pain points and sharing insights that drive service improvements and strengthen customer trust.
  •Support the development of a customer-centric culture by monitoring satisfaction levels, gathering feedback, and using social media sentiment and enquiries to inform decision-making and enhance the overall customer experience.

Operational Responsibilities 

• Liaise with all relevant parties, both internal and external, involved in the handling and resolution of complaints in line with predefined procedures and service level agreements. Use the Bank’s complaints management system to document all actions and ensure customers receive timely and appropriate updates.
• Maintain a complete and accurate audit trail of all complaints using the designated system, including: (i) Timely registration of all complaints received across various channels (ii) Coordination of acknowledgement, update, and final resolution communications (iii) Oversight of investigations to ensure timely responses, requesting extensions when necessary (iv) Escalation of unresolved issues to Management or relevant departments, with specific reference to the Legal Team where there is a threat of legal action (v) Referral of all personal data-related issues to the Data Protection Officer within 12 working hours of receipt (vi) Escalation to the Head of Customer Experience and Head of Legal of any complaints referred to the Office of the Arbiter for Financial Services (OAFS).
• Prepare regular reports and key performance indicators (KPIs) based on parameters set by the Bank, including reasons for complaints, recurring themes, outstanding cases, assurance checks on closed complaints, and the effectiveness of remedial actions.
• Collaborate with the Compliance function and other stakeholders on periodic reviews of the Bank’s Complaints Policy and Procedures. Assist in the delivery of guidance and training to colleagues as needed.
• Assist in the coordination of surveys, mystery shopping, focus groups, and other research activities with external vendors and internal departments. Ensure findings are communicated clearly, recommendations are provided, and implementation is followed up.
• Serve as an advocate for the customer voice, engaging with business divisions and subject matter experts to improve products, services, and the overall customer experience.

General Responsibilities 

• Collaborate actively with the Line Manager and colleagues across departments beyond the Customer Experience Department to promote teamwork and ensure robust, efficient processes are in place.
• Demonstrate a commitment to continuous professional development, with particular attention to regulatory changes that impact customers.
• Champion a culture where complaints, expressions of dissatisfaction, and suggestions from both customers and non-customers are viewed as valuable opportunities to enhance the Bank’s service obligations.
• Support management initiatives and contribute to the development of internal policies and procedures, including participation in relevant working groups.
• Assist in the preparation of the department’s planning and strategic initiatives, particularly in drafting action plans and reports under the guidance of the Line Manager.
• Perform any other duties that may be reasonably assigned, in line with the needs of the role and the organisation.

Qualifications, Skills & Competencies 

 Mandatory

 Skill

• Excellent verbal and written communication skills
• Accountable, Organised, Meticulous and able to handle tight deadlines
• Excellent analytical, troubleshooting and interpersonal skills

Experience

• A minimum of two years’ operating in a customer support environment – preferably in claims / customer dispute resolution services or significant business experience in a service industry
• Coordinating with a number of different sources for the timely resolution of expressions of dissatisfaction

Qualification

• -

 Desirable

 Skill

• Be computer literate with MS products and familiar with conducting research on the Internet.
• A Customer Experience (CX) related qualification will be considered as an asset, although not essential.

Experience

• -

Qualification

• Knowledge of the financial services regulatory environment would be considered an asset..

Position level (1 being the highest level)

1. Head of Department
2. Managerial & Specialist Positions
3. Middle Management & Specialist Positions
4. Technical & Clerical Positions