Complaints Officer

Are you an organised administrator with excellent communication skills? Do you enjoy helping people, solving problems and making a positive difference? If so, we'd love to hear from you.

We're looking for a Complaints Officer to join a busy team where you'll manage customer complaints from initial contact through to resolution. You'll work closely with colleagues across the organisation to ensure complaints are handled professionally, fairly and within agreed timescales, while helping to identify opportunities to improve services.

In the Complaints Officer role, you will:

• Act as the main point of contact for customers throughout the complaints process.
• Log, monitor and manage complaints, ensuring accurate records are maintained.
• Liaise with colleagues to support complaint investigations and ensure deadlines are met.
• Prepare reports and maintain complaints, compliments and customer feedback records.
• Support the organisation of meetings, including preparing paperwork and taking minutes.
• Help monitor customer feedback and identify opportunities for service improvement.
• Assist with responses to external organisations, including the Ombudsman.

To be successful Complaints Officer role you'll need:

• Previous experience in an administration, customer service or complaints-based role.
• Excellent communication skills and the ability to deal with sensitive situations professionally.
• A calm organised and resilient approach, with good attention to detail.
• Strong IT skills, including Microsoft Office.
• The ability to prioritise your workload and work both independently and as part of a team.

In return, you'll receive £14.20 per hour plus holiday pay, working full-time, Monday to Friday, on a hybrid basis, with the office conveniently located near St Asaph. This is a temporary ongoing opportunity, expected to last for approximately six months, offering the chance to gain valuable experience in a varied role where you can make a real difference.