Full job descriptionWe 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.