Job DescriptionJob Title: Complaints OfficerReports to: Head of Customer ResolutionsRole Type: PermanentLocation: RemoteHours of work: 9:00am-5:30pmIf you want to further your career from a vibrant and fast-paced organisation, this might be the role for you.ObjectivesYou will be responsible for the effective resolution of the DCS complaints function including escalated and Director/CEO/Chairman level complaints.ResponsibilitiesLog all incoming complaints into Executive Resolutions, raised both verbal and writtenTake ownership and investigate all complaints fullyResolve all complaints within service level agreement, ensuring the customer is kept informed throughoutAttention to detail capturing technical information and piecing together complex solutions to drive a resolutionRe-build and restore customer confidence through effective communication, setting expectations and deliveringMaintain good working interdepartmental relations in order to complete resolutions effectivelyIdentify root cause of complaints and drive improvementsProvide ad-hoc help and support to the Customer Service functionMonitor, respond and provide advice to customers who have been impacted by fraudSupport in driving a continuous improvement culture by reviewing and recommending improvements on all Customer Service and Operational processesEnsure all systems are kept fully updatedFollow company procedures and deliver high level customer service to achieve maximum customer satisfactionMaintain a professional attitude at all timesBe vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.Carry out any 'ad hoc' assignments as and when required.To be compliant with health and safety company policy and legislation.QualificationsPrevious experience in a Telecoms or complaints role is desiredCustomer Service experience essentialExcellent verbal and written communication skillsDesire to examine and understand situationsAbility to think creatively and problem solve around complex issuesDemonstrable understanding of and ability to work with emerging technologiesTechnical Understanding of IP Data and Voice productsAble to prioritise workload and work autonomouslyAble to work under pressureStrong attention to detailAbility to drive improvements to resolution and identify ownership of issuesComputer literate in Word, Excel and Outlook