Complaint Officer

Job title: Complaint Officer
Location: Eastleigh SO50
Start Date: ASAP
Contract Type: Temporary (12 weeks + potential to extend)
Weekly Hours: 37 hours per week
-
Job Purpose
-
We are currently recruiting for a Complaint Officer to join a well-established Complaints Centre of Excellence. This role is key in ensuring customer complaints are handled efficiently, fairly, and with a strong focus on resolution and service improvement.
-
You will act as the first point of contact for customers, managing complaints from initial acknowledgement through to investigation and outcome, ensuring a high standard of communication throughout.
-
Key Responsibilities:
-

• Act as the first point of contact for customer complaints, managing expectations from the outset
• Investigate complaints thoroughly and reach fair, evidence-based outcomes
• Communicate decisions clearly and professionally, both verbally and in writing
• Build effective relationships with internal departments and external stakeholders (including Ombudsman, contractors, and local authorities)
• Identify recurring issues and contribute to service improvement initiatives
• Provide feedback to teams and support continuous improvement across services

-
Candidate Profile
-

• Strong written and verbal communication skills, with excellent attention to detail
• Proven experience in complaints handling (or a similar customer-focused role)
• Ability to manage a varied workload and meet strict deadlines
• Confident decision-maker with the ability to handle sensitive situations fairly and professionally
• Customer-focused with a calm, empathetic approach
• Proficient in Microsoft Office (Outlook, Word, Excel)
• Experience in housing or working with external stakeholders is advantageous

-
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
-
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)

View Full Details