Customer Care and Complaints Officer

We are seeking a dedicated and detail-oriented Customer Care and Complaints Officer to manage Stage 2 complaints, ensuring a thorough, fair, and timely resolution process from start to finish. This is a key role focused on delivering high-quality outcomes while maintaining excellent customer care standards, even in complex or sensitive situations. Duties include; Take ownership of Stage 2 complaints, managing each case from initial review through to final response. Acknowledge complaints promptly and in line with service standards. Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails. Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions. Provide clear, well-reasoned written responses that address all aspects of the complaint. Liaise with internal departments and stakeholders to support effective resolution. Ensure all complaints are handled in accordance with organisational policies, procedures, and regulatory requirements. Identify trends, recurring issues, and opportunities for service improvement. Deliver consistently high levels of customer care, demonstrating empathy, professionalism, and impartiality. Desirable experience- Proven experience in complaint handling, ideally at Stage 2 or escalated level. Strong investigative and analytical skills, with attention to detail. Excellent written and verbal communication skills, with the ability to explain complex issues ..... full job details .....