Complaints Officer (Operations)

Complaints Officer (Operations)Location: Braintree, EssexRate: £17.62 PAYE / £22.59 Umbrella per hourContract: Temporary 6 MonthsHours: Full-Time, 37 Hours per WeekWorking Pattern: Office-based, 5 days per weekThe OpportunityWe are looking to recruit a Complaints Officer (Operations) to support the management of complaints within its new waste and recycling collection service. This is an excellent opportunity for an experienced complaints professional who is passionate about delivering excellent customer service, resolving issues effectively, and contributing to continuous service improvement.As the Complaints Officer, you will: Investigate and respond to Stage 1 Operations complaints, ensuring responses are accurate, comprehensive, and issued within agreed timescales.Work closely with the Waste Team, Waste Minimisation and Sustainability Team, and operational managers to gather relevant information and resolve complaints efficiently.Ensure complaint responses are aligned with council policies, procedures, and best practice.Promote a positive complaints handling culture across Operations by providing guidance and refresher training where required.Maintain accurate records of complaints and supporting documentation on the complaints database.Provide administrative support to the Operations team as required.Coordinate appropriate support for vulnerable customers and those with additional needs.Monitor customer satisfaction, identify trends, and make recommendations for service ..... full job details .....