Complaints Specialist (Resident in Malta or Hold an EU Passport) *Fluent in German & English

Complaints Specialist (Resident in Malta or Hold an EU Passport) *Fluent in German & English

Overview:

We are looking for a German-Speaking Complaints Specialist to join our Team on a Full-Time Basis. As the main point of contact for Customer Complaints, you will take ownership of complaints from initial receipt through to investigation and resolution, ensuring that customers receive a fair, appropriate and timely outcome.

You will listen to customers, understand their concerns, investigate what has happened and work with the relevant teams to resolve issues effectively. You will also look beyond individual complaints to identify recurring themes, customer journey issues and opportunities to improve our service.

As part of the role, you will also support the Quality Assurance function, spending some of your time listening to and reviewing customer calls. This will help you develop a broader understanding of the customer experience and provide valuable insight into the relationship between complaints, call quality and customer outcomes.

Responsibilities:

Complaints Management

• Take ownership of complaints from receipt through to investigation and resolution.
• Review relevant customer interactions, account information, processes and documentation as part of investigations.
• Work with internal teams to gather information and establish what has happened.
• Communicate outcomes clearly and professionally to customers in German and English.
• Ensure complaints are handled within the required timescales and in line with company procedures.
• Identify and escalate potential risks, serious issues or poor customer outcomes where appropriate.
• Maintain accurate and detailed complaint records.

Essential

• Fluent German and English language skills.
• A strong customer-focused approach.
• Excellent listening and communication skills.
• Good attention to detail.
• A methodical and organised approach to investigating issues.
• The ability to remain calm and professional when dealing with challenging situations.
• A willingness to learn and develop an understanding of complaints and QA processes.
• The confidence to ask questions, investigate issues and challenge information where appropriate.
• The ability to work independently while collaborating effectively with colleagues.

Working Pattern

This is a full-time position. The role is primarily focused on complaints management, with dedicated time also allocated to supporting the Quality Assurance Function.

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