Complaints & Compliance Officer

About the Role

The Customer Resolutions & Compliance Support Officer is critical in managing customer complaints and concerns, ensuring they are addressed promptly, empathetically, and in line with internal standards. This role focuses on problem-solving, internal compliance review, and cross-functional collaboration to support positive customer outcomes and continuous improvement. The successful candidate will help uphold service integrity by reviewing processes, identifying issues, and contributing to a culture of care, accountability, and trust.

Key Responsibilities

• Investigate and resolve customer complaints through structured internal dispute resolution processes.
• Communicate directly with customers to understand concerns and deliver clear, compassionate responses.
• Collaborate with internal teams to manage complex or sensitive cases, ensuring timely and effective resolution.
• Identify trends or recurring complaint issues and recommend process or service improvements.
• Maintain detailed records of all customer interactions and outcomes in line with documentation standards.
• Conduct internal reviews of customer interactions to ensure compliance with internal service and conduct expectations.
• Monitor and report on complaint volumes, themes, and resolution timeframes.
• Provide constructive feedback and insights to internal stakeholders to support performance and quality.
• Support training and onboarding by sharing learnings and reinforcing service expectations.
• Contribute to the ongoing development of internal procedures and escalation frameworks.

Qualifications

• Around 3+ years of experience in complaints handling, dispute resolution, compliance support, or customer service roles.
• Demonstrated ability to manage sensitive conversations with empathy, patience, and professionalism.
• Strong investigation and documentation skills with excellent attention to detail.
• Experience working across teams and managing multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills with a solutions-oriented mindset.
• Understanding of customer rights, internal compliance frameworks, and service standards.
• Ability to identify patterns, problem-solve effectively, and contribute to process improvement.
• Comfortable using CRM or customer support platforms (e.g., Zendesk, HubSpot, Salesforce).
• A team player with a calm, resilient, and proactive approach to challenges..