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.

Key Responsibilities

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 with internal guidelines.

You will work closely with internal stakeholders to coordinate resolution efforts, while maintaining clear and empathetic communication with customers. In more complex cases, you may be involved in handling disputes with external parties, including participation in mediation or adjudication processes where required.

In addition, you will analyse complaint trends and patterns, prepare regular reporting for senior management, and highlight areas for operational or service improvement. You will also have opportunities to contribute to broader team initiatives and projects within the customer management function.

要求

We are looking for individuals with prior experience in customer service or complaint handling within the financial services or insurance sector. A strong understanding of policy servicing and operational processes will be advantageous.

You should possess excellent communication skills, with the ability to engage a diverse range of stakeholders in a clear and professional manner. Strong analytical thinking, attention to detail, and a structured approach to problem-solving are essential for success in this role.

Proficiency in Microsoft Office applications is expected. Familiarity with data visualisation tools or workflow automation tools will be an advantage. Candidates with relevant insurance certifications or system knowledge will be viewed favourably.

A degree in Business Administration or a related discipline is preferred.

Application

Interested candidates may submit their CV in Word or PDF format to Tahmid Bin Zafar at , quoting the job title and reference number TZ35577.

Due to the high volume of applications, only shortlisted candidates will be notified.