We are seeking a dedicated and detail-oriented Customer Care & Complaints Officer to manage Stage 2 complaints, ensuring a thorough, fair, and timely resolution process from start to finish. This is a key role focused on delivering high-quality outcomes while maintaining excellent customer care standards, even in complex or sensitive situations.

Responsibilities

• Take ownership of Stage 2 complaints, managing each case from initial review through to final response.
• Acknowledge complaints promptly and in line with service standards.
• Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails.
• Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions.
• Provide clear, well-reasoned written responses that address all aspects of the complaint.
• Liaise with internal departments and stakeholders to support effective resolution....