Complaints Officer

\r\n\r\n \r\n\r\n \r\n\r\nBusiness Support- 50%\r\n\r\nOutputs:\r\n\r\n \tTo capture, manage & track resolution of complaints to the best of their\/the bank\u2019s ability within target response timescales\r\n \tResolve & Respond to all customer queries\/complaints logged at the branch and other channels within 48 hours .\r\n \tIdentify systems and processes that create barriers to serving customers and recommend or improve\/eliminate them to create value for customers\r\n \tRepresent a central point of reference, best practice and ownership in the business for complaints.\r\n \tRegularly commission and supply reports to inform the Business on Top 3 prevalent complaints in the branch.\r\n \tFollow up any actions arising from the review of such data\r\n \tEnsure all data\/letters are appropriately filed.\r\n \tBe available to support in any other duties within the branch as assigned by the line manager.\r\n\r\n \r\n\r\nService Improvement-20%\r\n\r\nOutputs:\r\n\r\n \r\n\r\n \tEnsure that service levels are maintained and adhered to through timely resolution of queries\/Complaints.\r\n \tEnsure data integrity is maintained.\r\n \tHandle escalated customer\u00a0queries\/issues\/complaints.\r\n \tLiaise with business units through care calls to ensure customer service standards are adhered to and improved on.\r\n \tDrive performance through initiatives and procedural changes that improve customer service at reasonable costs.\r\n\r\n \r\n\r\nDeveloping Capability-20%\r\n\r\nOutputs:\r\n\r\n \tAssist\u00a0to Identify, recognize and reward staff for excellent customer service\r\n\r\n\r\n \tIdentify training needs and recommend to the Training Analyst\/Branch Manager the requirements to satisfy those needs\r\n\r\n \r\n\r\nRisk Management-10%\r\n\r\nOutputs:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\r\n\r\n \tEnsure adherence to statutory