The Executive Office Consultant manages high-level stakeholder queries, escalations, and complaints. The role requires sound judgement, professional communication, and a strong customer focus. Working independently and with internal teams, the consultant resolves issues, identifies trends, improves processes, and supports a better customer journey.Key responsibilitiesService and query managementManage direct, indirect, and outbound queries within agreed internal turnaround times.Act promptly on operational queries and set clear expectations with stakeholders.Escalations and complaintsManage complaints from receipt to resolution in line with the complaints management process.Analyse complaint and rejection data to identify recurring or systemic issues and potential operational risks.Investigate individual complaints to identify root causes across complaint types.Assess whether identified root causes could affect other processes or products, including those not directly complained about.Address root causes where it is reasonable and practical to do so.Conduct monthly trend analysis.Document findings and communicate feedback and trends to relevant departments.Maintain accurate reports and all required registers.Identify opportunities to improve the customer journey. 
