Complaints Team Lead

As a Complaints Officer, you will be responsible for managing and resolving customer complaints across multiple websites operating under various licenses. You will play a critical role in maintaining customer satisfaction by addressing concerns from multiple sources, including emails, live chat, public forums, and other communication channels.

Your primary responsibility will be to investigate complaints thoroughly, ensuring a fair and objective assessment of each issue. You will liaise with internal departments to gather relevant information, identify root causes, and implement appropriate resolutions in a timely and professional manner.

A key aspect of this role is ensuring compliance with company policies, regulatory requirements, and industry best practices while maintaining a customer-focused approach. You will be expected to provide clear and well-structured responses, de-escalate challenging situations, and offer solutions that align with both customer needs and business objectives.

Must skills:

• Strong Communication Skills
  – Ability to communicate clearly and professionally with customers in writing.
• Problem-Solving Ability
  – Capacity to analyze situations, identify root causes, and provide appropriate solutions.
• Conflict Resolution Skills
  – Ability to de-escalate tense situations and manage difficult customers with empathy and professionalism.
• Attention to Detail
  – Ensuring accuracy when investigating complaints, documenting cases, and providing resolutions.
• Time Management
  – Ability to prioritize and handle multiple complaints efficiently within deadlines.
• Decision-Making Skills
  – Confidence in making fair and balanced decisions while adhering to company policies and regulations.
• Knowledge of Regulatory Compliance
  – Understanding of relevant industry regulations and guidelines related to customer complaints.
• Team Collaboration
  – Ability to work closely with other departments to resolve complaints effectively.
• Adaptability
  – Capability to handle a high-volume, fast-paced environment with evolving company policies and procedures.
• Can-do attitude
• Positive outlook and attitude towards work.

Considered a plus:

• Previous experience in a similar role
• Previous experience with Jira/ Confluence/ Slack/ Trello;
• Additional language skills, in particular Swedish, Danish, Romanian, Greek.
• Compliance/Legal awareness - Familiarity with consumer rights, GDPR, or industry-specific regulations.

Responsibilities:

• Monitoring & Assessing Complaints
  – Regularly reviewing and tracking newly received customer complaints from various sources, ensuring prompt acknowledgment and assessment.
• Responding to Complaints
  – Professionally handling complaints through multiple communication channels, including emails, live chat, and public forums, while maintaining a customer-centric approach.
• Investigating Cases – Conducting thorough investigations into each complaint by gathering relevant details, reviewing customer history, and assessing any breaches of company policies or regulatory requirements.
• Liaising with Internal Departments
  – Collaborating with key departments such as KYC, Risk, Payments, Legal, Compliance, and Customer Support to facilitate efficient case resolutions and ensure adherence to company policies.
• Providing Timely Resolutions
  – Offering well-structured and fair solutions to customers, ensuring all cases are handled efficiently and within the designated resolution timeframe.
• Escalating Complex Cases
  – Identifying high-risk or legally sensitive complaints and escalating them to the appropriate senior team members or regulatory bodies when necessary.
• Maintaining Accurate Records
  – Keeping detailed and organized records of complaint histories, resolutions, and actions taken to ensure transparency and compliance with reporting requirements.
• Identifying Trends & Process Improvements
  – Analyzing complaint trends and customer feedback to identify recurring issues, report patterns, and suggest improvements to enhance customer satisfaction and reduce future complaints.
• Ensuring Compliance & Regulatory Adherence
  – Following company policies, industry standards, and legal requirements while handling complaints to mitigate potential risks and maintain regulatory compliance.
• Contributing to Customer Experience Enhancement
  – Providing insights and feedback to management on ways to improve customer service, internal processes, and company policies based on complaint data and case resolutions.

Benefits:

• Snacks in the Office;
• 24 days of vacation per year;
• 6 days of paid sick leave
• Attractive office location and facilities;
• Medical insurance;
• Breakfasts and lunches in the office (partially paid by the Company);
• Languages classes (partially paid by the Company);
• Social Club of the Company;
• Birthday, wedding and newborn gifts.