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.