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

• Bachelor’s Degree in Economics, Finance, Banking, Social Studies or related field
• 1–3 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

Here’s 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 disabilities—including 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, it's 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.