We are currently recruiting for a Complaints Officer to join our client's Customer Experience Team. This role is predominantly remote (WFH), with occasional office attendance required in the SE20 area. The successful candidate will play a key role in managing and resolving customer complaints, ensuring a high standard of service while maintaining compliance with relevant policies and regulatory requirements.

Key Details:

• Location: Predominantly Remote (WFH) with occasional office attendance required (SE20 area)
• Pay Rate: £16.16 per hour PAYE / £20.47 per hour Umbrella
• Working Pattern: Full-time
• Contract Duration: Initial contract until December 2026
• Start Date: ASAP

Key Responsibilities:

• Managing and resolving customer complaints in line with company policies and regulatory requirements
• Conducting thorough investigations into customer concerns and identifying root causes
• Handling complex and escalated complaints professionally and empathetically
• Providing clear, timely, and accurate written responses to customers
• Acting as a key point of contact for customers throughout the complaints process
• Maintaining accurate records within CRM systems and ensuring all case information is up to date
• Liaising with internal stakeholders to gather information and facilitate complaint resolution
• Performing risk assessments and recommending appropriate actions to resolve issues
• Identifying trends and opportunities for service improvement through complaint analysis
• Ensuring compliance with relevant regulations, procedures, and customer service standards

Requirements:

• Previous experience managing and resolving complaints within a regulated environment, ideally within housing or a customer-focused sector
• Exceptional verbal and written communication skills
• Ability to manage sensitive and challenging conversations with professionalism and empathy
• Strong investigative and problem-solving abilities
• Excellent organisational skills with the ability to manage a high-volume caseload effectively
• Experience using CRM systems and maintaining accurate case records
• Good understanding of data protection principles and confidentiality requirements
• Ability to work independently while collaborating effectively with colleagues and stakeholders

Desirable:

• Experience handling complaints escalated to Ombudsman services or regulators
• Knowledge of complaints handling frameworks and industry best practices
• Experience undertaking root cause analysis and identifying service improvements

HOW TO APPLY?

If you are interested in this vacancy, please apply with an up-to-date copy of your CV.