Complaints Officer

The Complaints Officer ensures accurate logging investigation and handling of debtor complaints in line with internal policies regulatory requirements and service standards. The role supports end-to-end complaint management timely resolution and effective communication with internal departments and debtors.

Main Responsibilities

• Performs initial case assessments and follows established procedures to ensure fair consistent and regulatory-compliant complaint handling.
• Collects and reviews the required information and supporting documentation to facilitate complaint investigations.
• Collaborates with internal departments to gather information and support effective complaint resolution.
• Prepares draft responses and supporting documentation ensuring clarity accuracy and professionalism.
• Ensures timely delivery of complaint responses and resolution actions in accordance with established Service Level Agreements (SLAs).
• Ensures compliance with the Code of Conduct internal policies and the applicable complaint-handling regulatory framework.
• Maintains accurate case documentation updates internal systems and ensures a complete audit trail for all assigned complaint cases.

Education Experience and Technical Skills

• Bachelors Degree in Economics Finance Banking Social Studies or related field

• 13 years of experience in complaints handling customer service or similar role
• Excellent verbal and written communication skills in Greek and English
• Computer literacy and MS Office knowledge
• Strong attention to detail accuracy and organisational skills

Competencies

• High integrity professionalism and discretion
• Strong analytical and critical thinking skills
• Ability to manage multiple cases and meet SLAs
• Excellent written and verbal communication skills
• Strong collaboration and stakeholder management
• Commitment to regulatory compliance and attention to detail

Heres what you can look forward to as part of the #CepalTeam:

• Competitive Compensation : We offer an attractive salary annual performance-based bonuses and a monthly meal allowance through our ticket restaurant card.

• Health: Private medical insurance is provided for you and your family.

• Family Support: Monthly financial allowance for early education (nursery) and coverage of expenses for children with neurodiversity or disabilitiesincluding therapeutic swimming music therapy horse riding and parental support.

• Flexible Work Model: Our hybrid approach offers a level of remote work flexibility that supports work-life balance while preserving strong collaboration and team spirit.

• Modern Workspaces: Contemporary offices designed to support comfort health and productivity with fully equipped workstations quiet areas on-site restaurant and group fitness sessions .

• Lifelong Learning: Cepal supports continuous learning through access to e-learning platforms and structured professional development programs.

• Career Progression: We are committed to your growth offering a clear development path supported by feedback mentoring and personalized learning plans.

• Make a Difference: Get involved in regular wellbeing ESG and volunteering initiatives that reflect our values and foster a sense of purpose and community.
  

At Cepal we believe that inclusion is more than a value its a way of thinking and acting. As members of the Diversity Charter Greece we are committed to fostering a workplace where every individual feels respected empowered and free to contribute meaningfully.

All applications are treated fairly confidentially and based solely on qualifications and merit.

Required Experience:

Unclear Seniority