Job Accountabilities

As a Complaints Officer you will be responsible for:

• Delivering quality standards and service level targets through effective performance management.
• Promoting positive customer perceptions continuously developing customer relationships aligned to Company values.
• Facilitating change through personal commitment and ownership of organizational initiatives.
• Developing culture of continuous improvement focused on enhancing the end to end customer experience whilst ensuring processes, procedures and people remain compliant (use of Greenbelt experience as appropriate).
• Maintaining appropriate level of functional and technical expertise, including knowledge of products, procedures, services, systems and frameworks.
• Promoting identification and delivery of opportunities to provide quick and appropriate responses to complex issues and complaints, to enable business improvements.
• Identifying and mitigate risks to the business, by applying appropriate level of technical expertise and knowledge of products, procedures, services and systems.
• Ensuring the Quality Approach Summary is in line with business need and take appropriate rectifying actions following root cause analysis.
• Accountability for ensuring the processes, procedures and remain compliant with the Training & Competence scheme rules.

Job Qualifications

To be successful in your role you will need:

• To be a UAE National with Family Book.
• Minimum 3 years’ experience in the HelpPoint Team/Zurich Operations.
• Comprehensive knowledge of clients service systems, products, procedures and processes.
• Outstanding written and verbal communication skills.
• Meticulous attention to detail with exceptional expertise in root cause analysis.
• Exceptional problem-solving abilities.
• Appropriate knowledge of legislation / regulation / AML.
• Proven ability to interact confidently and effectively with stakeholders across all levels.
• Organizational and time management skills, while maintaining quality, consistency and flexibility.
• Strong analytical and innovative problem-solving skills.
• A good understanding of our end customers needs.
• Ability to anticipate and develop long-term solutions.
• Skilled at restoring positive customer experiences while balancing business standards with creative thinking.

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