Complaint Expert

HAND Enterprise Solutions LTD.; Stone; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary up to £28,000 per annum

25 days holiday + bank holidays

Company pension scheme

Employee wellbeing support

Job summary

Safer Hand Solutions is recruiting a Quality & Complaints Officer to take ownership of the complaints process from receipt to resolution. You will investigate customer concerns, liaise with internal teams, identify trends and ensure issues are handled in line with procedures and regulatory requirements.

The role requires experience in complaints handling, excellent written English, and the ability to manage a high volume of cases in a fast-paced environment.

Qualifications

• Experience in a complaints handling role.
• Experience in a contact centre or high-volume customer service environment.
• Excellent written English and professional correspondence.
• Strong communication and interpersonal skills.
• Excellent organisational skills and attention to detail.
• Process-driven with ability to manage multiple cases.
• Proficient with Microsoft Office.
• Ability to remain calm and professional in sensitive situations.

Responsibilities

• Manage and resolve customer complaints from start to finish.
• Investigate complaints and provide clear written responses.
• Log, track, and follow company procedures for all complaints.
• Identify recurring issues and report trends.
• Liaise with internal teams to obtain information and agree resolutions.
• Review customer interactions, calls, and records to gather relevant facts.
• Support quality assurance activities and process improvements.

Skills

complaints handling

written English

communication skills

organizational skills

process-driven

MS Office

calm under pressure

high-volume handling

Education

none

Tools

Microsoft Office

Job description

12 Month Fixed-Term Contract | £28,000 per annum | Staffordshire

Safer Hand Solutions

are proud to be supporting our client in the recruitment of a Quality & Complaint expert for a 12-month fixed-term contract.

This is an excellent opportunity for an experienced complaints professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer outcomes. We are looking for someone who can confidently manage a high volume of complaints, follow established processes, and ensure all cases are investigated and resolved professionally and efficiently.

The Role

As a Quality & Complaints Officer, you will take ownership of the complaints process from initial receipt through to resolution. You will investigate customer concerns, liaise with internal stakeholders, identify trends, and ensure complaints are handled in line with company procedures and regulatory requirements. The role will also involve reviewing customer interactions and supporting continuous improvement initiatives across the business.

Key Responsibilities

• Manage and resolve customer complaints from start to finish.
• Investigate complaints thoroughly and provide clear, professional written responses.
• Ensure all complaints are logged, tracked, and handled in line with company procedures.
• Identify recurring issues and report on complaint trends.
• Liaise with internal teams to obtain information and agree appropriate resolutions.
• Review customer interactions, calls, and records to gather relevant facts.
• Support quality assurance activities and process improvement initiatives.

About You

• Previous experience in a complaints handling role.
• Experience working within a contact centre, customer service environment, financial services business, or another large-volume complaint handling operation.
• Excellent written English with the ability to produce professional and accurate correspondence.
• Strong communication and interpersonal skills.
• Exceptional organisational skills and attention to detail.
• A process-driven approach with the ability to manage multiple cases simultaneously.
• Confidence working with systems and Microsoft Office applications.
• The ability to remain calm and professional when dealing with complex or sensitive situations.

Salary & Benefits

• Salary up to
• £28,000 per annum
• 12 Month Fixed-Term Contract
• 25 days holiday plus bank holidays
• Company pension scheme
• Employee wellbeing support