Complaints Officer

Your new company Complaints are a vital part of how organisations learn, improve, and deliver safe, high-quality services that customers can trust.We''re looking for an experienced Complaints Officer (also referred to as a Customer Experience Officer) who thrives in a regulated, fast-paced environment. This role goes beyond simply resolving complaints-you''ll approach each case with empathy, take time to fully understand customer concerns, ask the right questions, collaborate with colleagues, and take ownership of the end-to-end complaint management process.Please note - this is a temporary opportunity on a 3-month ongoing basis.Your new role You''ll be responsible for managing customer complaints from start to finish once they escalate beyond the informal stage, often handling sensitive and complex issues. Responsibilities include, but are not limited to:Conducting thorough, effective, and timely investigations into complaints of varying complexityMaintaining clear and consistent communication with customers throughout the complaint processBuilding strong relationships with a wide range of internal stakeholders to gather information and identify root causesProducing high-quality outcome letters outlining findings and actions taken to resolve complaintsThis role offers the opportunity to make a meaningful impact on customer satisfaction and service improvement.What you''ll need to succeed The ideal candidate will have:Proven experience in complaint handling within a ..... full job details .....