Customer Relations Officer

(Regulatory Compliance & Customer Enquiries)

Location: Reading - Hybrid
Department: Customer Relations
Contract: Initially 6 months contract with a possibility of getting extended

About the Role

We are looking for a committed and customer-focused Customer Relations Officer to support the Customer Relations Team Leader in delivering a high-quality, compliant, and responsive service.

You will play a key role in managing and coordinating a wide range of regulated customer enquiries, including complaints, Freedom of Information (FOI) requests, Subject Access Requests (SARs), Ombudsman cases, MP enquiries, and GDPR-related matters. Acting as a first point of contact, you will ensure enquiries are assessed accurately, allocated appropriately, and responded to within statutory timescales.

This is an excellent opportunity for someone with experience in a regulated, customer-facing environment who enjoys problem-solving, maintaining high standards, and making a positive difference to customer experience.

Key Responsibilities

• Manage a caseload of complex and sensitive customer enquiries in line with legislation and internal procedures
• Act as a first point of contact for customers, responding professionally across multiple channels
• Assess, log, prioritise, and allocate enquiries to the appropriate service areas
• Liaise with colleagues across the organisation to ensure timely, accurate, and compliant responses
• Track progress and provide clear updates to complainants throughout the process
• Carry out quality assurance checks to ensure responses meet defined standards
• Resolve issues at first point of contact where possible
• Identify trends and opportunities for service improvement and contribute to best practice
• Maintain accurate records using CRM, EDMS, and reporting systems

What We’re Looking For

• A good general level of education, including GCSE (or equivalent) English and Maths, or demonstrable relevant experience
• Experience working within a customer relations or regulated service environment
• Strong understanding of complaints handling and information governance processes
• Excellent written and verbal communication skills
• Ability to explain complex regulatory information clearly and sensitively
• Confident case management and strong organisational skills
• High level of IT literacy, including Excel, CRM, and electronic document management systems
• A professional, calm, and compassionate approach to dealing with customers from diverse backgrounds
• Commitment to equality, diversity, and continuous service improvement

Have the expertise and experience??

APPLY NOW!! 

Alternatively contact Muzna Naqvi at Reed Reading office