Key Responsibilities:

·       Ensuring complaints are acknowledged and ensuring customers are kept informed throughout the complaint process

·       Handling all new incoming complaints

·       Liaise with the Complaints Manager to update and manage complaints processes and procedures

·       Ensuring complete information capture, investigation notes, and correct paperwork are documented and maintained

·       Investigate complaints comprehensively and objectively in accordance with company policies and procedures, sector requirements and client contractual obligations

·       Liaise with internal staff, customers, freelance interpreters and the compliance team to investigate all issues

·       Communicating out...