Complaint Officer

Job title: Complaint OfficerLocation: 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 outsetInvestigate complaints thoroughly and reach fair, evidence-based outcomesCommunicate decisions clearly and professionally, both verbally and in writingBuild effective relationships with internal departments and external stakeholders (including Ombudsman, contractors, and local authorities)Identify recurring issues and contribute to service improvement initiativesProvide feedback to teams and support continuous improvement across services Candidate Profile Strong written and verbal communication skills, with excellent attention to detailProven experience in complaints handling (or a similar customer-focused role)Ability to manage a varied workload and meet strict deadlinesConfident decision-maker with the ability to handle sensitive situations ..... full job details .....