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Customer Feedback & Insights Officer

  Central Malta  |  Up to €35,000 Annually 

Our client within the Bank Industry is looking for a Customer Feedback & Insights Officer to join their team. You would be leading and managing the Bank’s customer feedback and complaints processes, ensuring every interaction is an opportunity to improve service quality and customer experience.

Key Responsibilities

  • Oversee end-to-end complaint handling in line with defined procedures and SLAs, ensuring timely updates to customers.
  • Maintain complete and accurate audit trails, including registration, acknowledgements, investigation records, and resolution communications.
  • Escalate unresolved or high-risk cases to management, Legal, Compliance, or relevant departments as appropriate.
  • Refer personal data-related complaints to the Data Protection Officer and Head of Compliance within stipulated timeframes.
  • Monitor and report on complaint trends, common causes, outstanding cases, and the effectiveness of remedial actions.
  • Act as the customer’s voice within the organisation, influencing decision-making and service enhancements.
  • Partner with business units and subject matter experts to align products and services with customer needs.
  • Promote a culture that views complaints and feedback as opportunities for growth and innovation.
  • Liaise with Compliance for periodic reviews of complaints policies and procedures.
  • Provide guidance and training to colleagues on customer feedback processes.

Requirements

  • Strong verbal and written communication skills in both Maltese and English
  • Highly organised, detail-oriented, and deadline-driven
  • Excellent analytical, problem-solving, and interpersonal abilities
  • Minimum 2 years in a customer support role, ideally in dispute resolution or service-related industries
  • Proven experience coordinating multiple stakeholders to resolve customer issues
  • Proficiency with Microsoft Office and online research
  • Quality-related qualification (advantage)
  • Understanding of the financial services regulatory environment
  • Customer-focused mindset
  • Accountability and ownership of outcomes
  • Ability to manage sensitive issues with discretion
  • Continuous improvement orientation

Benefits

  • Employee pension scheme
  • Health insurance
  • Home loan benefits
  • Professional development scheme
  • Two days hybrid

Job Reference: VG503

  • Category
    Customer Service
  • Job type
    Full Time
  • Employment level
    Intermediate (1-3 years)
  • Work Location
    Hybrid
  • Employer industry
    Banking
  • Languages
    English, Maltese

Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.

  • Job Reference
    VG503
  • Closing Date
    31/08/2025
  • Date Published
    13/08/2025
  • Status
    Evaluating CVs

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