Customer Experience Specialist

Customer Experience Specialist (1 Year Contract)
We are partnering with a well-established financial services organisation to identify a Customer Experience Specialist to join their Customer Management team on a 1 year contract.

This role plays a critical part in managing escalated feedback and complaints across multiple stakeholder groups, ensuring fair, balanced, and timely resolution in line with internal policies and regulatory expectations. The successful candidate will also contribute to continuous improvement initiatives by identifying trends and recommending enhancements to processes and customer experience.

You will be responsible for managing end-to-end complaint resolution across various channels, ensuring issues are handled objectively, professionally, and within stipulated timelines. This includes reviewing investigation findings, assessing service recovery actions, and making sound recommendations aligned wit...