Quality and Complaints Officer

Quality and Complaints Officer Full-time - 12 months fixed term Staffordshire £28,000 per annum with annual company performance bonus Quality matters. Complaints matter. Getting things right matters. Are you experienced in complaints handling, quality assurance or customer service investigations? Do you have an eye for detail, a calm approach under pressure and the confidence to challenge processes when something doesn''t quite add up? Our client is looking for a Quality and Complaints Officer to join their Operations team on a 12-month fixed-term contract. This is a varied and important role for someone who enjoys getting to the bottom of things, helping teams improve and making sure customers receive the right outcome.Key Responsibilities Managing the customer complaints programme, ensuring complaints are properly logged, investigated and responded to in line with internal standards and relevant regulations. Personally handling informal and formal complaint responses with professionalism, empathy and attention to detail. Analysing complaint trends and identifying opportunities for corrective action and continuous improvement. Reviewing call recordings and Body Worn Video footage to establish facts and support complaint investigations. Liaising with internal stakeholders, legal representatives and regulators where required. Managing Subject Access Requests (SARs) and working with internal systems and colleagues to obtain relevant information. Conducting weekly quality ..... full job details .....