Complaint Officer

Job Title: Complaint Officer
Salary: £16.06 PAYE Inclusive of Holiday Pay | 18.47 LTD Umbrella |
Hours: 37 Hours Per Week
Type: Temporary Ongoing
Location: Eastleigh, SO50 | Hybrid Working (2 Days Per Week after training)
Start Date: ASAP

Our Client's Complaints Centre of Excellence is seeking a dedicated Complaint Officer to manage and resolve customer complaints both orally and in writing. You will play a key role in supporting customers through their complaints journey, ensuring each case is investigated thoroughly and resolved based on its individual merits. As part of this team, you will also help identify systemic issues that could impact other customers, contributing to overall service improvement.

Key Duties and Responsibilities:

• Become a customer experience expert and brand ambassador.
• Serve as the first point of contact for customers in the complaint handling process by acknowledging complaints and setting expectations.
• Conduct detailed investigations into complaints and determine outcomes based on the merits of each case.
• Communicate findings and outcomes clearly to customers and stakeholders, both orally and in writing.
• Collaborate with other departments, the Housing Ombudsman, contractors, and local councillors.
• Provide feedback to colleagues, managers, or teams as necessary.
• Identify areas in systems, processes, policies, or training that may lead to complaints and suggest improvements.

Qualifications and Experience:

• Excellent written communication skills with strong spelling, grammar, and punctuation.
• Initiative and decision-making skills, with the ability to act sensitively and fairly.
• Customer-focused with a polite and empathetic telephone manner.
• Experience in customer service, particularly in handling complaints or difficult conversations.
• Confidence in working towards KPIs and meeting deadlines.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Ability to analyze complex complaints and provide clear, evidence-based findings.

If you require any additional information regarding the position, please call David at Service Care Solutions on or send an E-Mail to