Quality and Complaints Officer

Quality and Complaints Officer
Stone
Up to £28,000 DOE
Full-time

My client is dedicated to providing top-tier services with a commitment to integrity, professionalism, and customer satisfaction, and they are looking for a meticulous and dedicated Quality and Complaints Officer to join their existing team. This role is essential in ensuring services meet the highest standards and their clients' concerns are addressed promptly and effectively.

Role:

As a Quality and Complaints Officer, you will be responsible for monitoring the quality of our enforcement operations and handling complaints to ensure client satisfaction and compliance with industry standards. You will play a crucial role in maintaining their reputation for excellence and continuous improvement.

In addition to the above, as the Quality and Complaints Officer, you will also:

• Oversee the quality assurance processes for enforcement activities, ensuring adherence to company policies and industry regulations.
• Investigate and resolve complaints from clients and stakeholders in a timely and professional manner, escalating complaints that require so.
• Develop and implement quality control protocols and best practices to enhance service delivery.
• Conduct regular audits and reviews of enforcement cases to identify areas for improvement.
• Prepare detailed reports on quality performance and complaint resolutions.
• Provide training and guidance with the Senior Operations Manager to enforcement agents and wider business, following audits etc.
• Liaise with clients to gather feedback and ensure their concerns are addressed satisfactorily.
• Liaise and refer with other internal departments/stakeholders and relevant external organisations to cover all areas, ensuring the correct conclusions.
• Stay updated on regulatory changes and industry developments to ensure compliance and best practices.

Requirements:

To be successful as the Quality and Complaints Officer, you will have significant experience of complaints handling and at least 2years’ experience within a similar role.

You will also offer:

• Proven experience in a quality assurance or complaints handling role
• Knowledge of enforcement laws, regulations, and quality standards would be beneficial.
• Superior communication and interpersonal abilities; the ability to build rapport and be emotionally intelligent is required.
• Fantastic organisation skills are essential and the ability to follow processes- there is a need to work reactively and flexibly, and to still work efficiently despite a high-pressured workload.
• Present a resilient attitude and be able to positively work on constructive feedback.
• High attention to detail and a commitment to maintaining high standards.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency in MS Suite.

Additional Information:

• 25 days annual leave + BH
• Christmas shutdown
• Company pension scheme
• Various social events
• Company sick pay scheme
• Active Mental Health initiative, including employee counselling.

This is brilliant opportunity for an experienced Complaints Officer to join an established, fast-growing business, offering fantastic career potential. To find out more, call Safer Hand Solutions Ltd and ask for Hannah Kirk, or apply today to be considered for the role.

Please note, Safer Hand Solutions are acting as an employment agency on behalf of a client and by applying you agree to register with us and for us to hold your details on file. Due to the volume of applications, we may only contact applicants directly who have been successfully shortlisted but may also contact you in regards to any other suitable vacancies.