Complaints Officer

We are currently recruiting for a Complaints Officer to join our client's Customer Experience Team. This role is predominantly remote (WFH), with occasional office attendance required in the SE20 area. The successful candidate will play a key role in managing and resolving customer complaints, ensuring a high standard of service while maintaining compliance with relevant policies and regulatory requirements. Key Details:

Location:

Predominantly Remote (WFH) with occasional office attendance required (SE20 area) Pay Rate: £16.16 per hour PAYE / £20.47 per hour Umbrella Working Pattern:
Full-time Contract Duration:
Initial contract until December 2026

Start Date:

ASAP

Key Responsibilities:

Managing and resolving customer complaints in line with company policies and regulatory requirements Conducting thorough investigations into customer concerns and identifying root causes Handling complex and escalated complaints professionally and empathetically Providing clear, timely, and accurate written responses to customers Acting as a key point of contact for customers throughout the complaints process Maintaining accurate records within CRM systems and ensuring all case information is up to date Liaising with internal stakeholders to gather information and facilitate complaint resolution Performing risk assessments and recommending appropriate actions to resolve issues Identifying trends and opportunities for service improvement through complaint analysis Ensuring compliance with relevant regulations, procedures, and customer service standards Requirements:
Previous experience managing and resolving complaints within a regulated environment, ideally within housing or a customer-focused sector Exceptional verbal and written communication skills Ability to manage sensitive and challenging conversations with professionalism and empathy Strong investigative and problem-solving abilities Excellent organisational skills with the ability to manage a high-volume caseload effectively Experience using CRM systems and maintaining accurate case records Good understanding of data protection principles and confidentiality requirements Ability to work independently while collaborating effectively with colleagues and stakeholders Desirable:
Experience handling complaints escalated to Ombudsman services or regulators Knowledge of complaints handling frameworks and industry best practices Experience undertaking root cause analysis and identifying service improvements

HOW TO APPLY?

If you are interested in this vacancy, please apply with an up-to-date copy of your CV .