Complaints Handler

Role Specific Criteria

As a Complaints Handler, you will be responsible for handling customer complaints from start to resolution, ensuring decisions are fair, well-reasoned, and aligned with regulatory requirements. You will contribute to improving processes, enhancing customer satisfaction

Main Tasks & Responsibilities

Key Responsibilities

• Manage and resolve customer complaints efficiently while ensuring a positive customer experience
• Make sound, consistent decisions, even in high-pressure situations
• Build strong relationships with customers and internal stakeholders
• Support Senior Complaints Handlers with complex cases and FOS-related activities
• Contribute to root cause analysis and continuous improvement initiatives
• Provide feedback to enhance front-line customer service processes
• Participate in case reviews and team discussions
• Ensure compliance with regulatory requirements, including fraud prevention and data protection
• Proactively manage your own development and performance

What We’re Looking For

• Experience in complaint handling, customer service, or operations
• Strong analytical and problem-solving skills
• Good understanding of regulatory frameworks (fraud, data protection, etc.)
• Ability to manage workload effectively and prioritize tasks
• Confidence in handling challenging situations with professionalism
• Native-level proficiency in Dutch

What We Offer

• A collaborative and supportive work environment
• Opportunities for professional growth and development
• The chance to make a real impact on customer experience and business improvement