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The Royal Bank of Scotland
Core/Complex Complaint Handler
I started this role as a core complaint handler, my duties were to receive complaints on the complaint system, read through the complaint and then contact the customer to ensure my understanding was correct. I then commenced investigation by reviewing the customers file that the Bank holds and contacting members of staff within the group. Once my investigation has been completed I would contact the customer via telephone to provide the resolution and write a detailed description of the full investigation I carried out. I also took on other responsibilities in this role for example staff council, this was taken on as an extra responsibility to improve the morale within the centre and positive results came form this. I had a target of 6 resolutions per which with a percentage of 1.2% and on most occasions I exceeded this and I was achieving a percentage of 1.6% and above.
After one year of working within this role, I was successfully promoted to a Complex Complaint Handler, this meant that the investigations I carried out were of a more complex nature to the previous complaints I had been investigating with many difficult discussions with Directors and Managing Directors. Within this role I enjoyed the customer interaction, interaction with my fellow colleagues and providing the customer with a resolution within a timely manner.
Within the role I had a WIP of approximately 35 cases which I had to prioritise to ensure customer contact was maintained to a high level. I had many customers provide positive feedback to myself and my Manager.
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