Complaints & Customer Experience Officer

The Hyde Group; Chichester; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Excellent pension scheme

Generous holiday allowance

Life assurance

Flexible benefits platform

Support for learning and career

Hybrid working options

Job summary

The Hyde Group in Chichester is looking for a Complaints Officer to join our collaborative team. This role offers a fantastic opportunity to develop your career in a supportive environment dedicated to employee wellbeing and continuous learning.

You will manage complaint cases and work closely with customers, colleagues, and external stakeholders to resolve complaints effectively. Strong communication and prioritisation skills are essential.

Qualifications

• Proven experience in complaint handling, case management, or customer resolution.
• Ability to manage competing priorities and engage stakeholders.
• Passion for delivering excellent customer outcomes.

Responsibilities

• Process, manage, respond to and monitor complaint cases, including Ombudsman and MP enquiries.
• Provide a responsive, customer-focused frontline service.
• Build strong relationships with service areas to help resolve complaints effectively.
• Identify trends and service failures through complaint analysis.
• Manage and prioritise a busy caseload within agreed timescales.

Skills

Complaint handling

Case management

Customer resolution

Strong communication

Organisational skills

Attention to detail

Proactive mindset

Job description

The Hyde Group in Chichester is looking for a Complaints Officer to join our collaborative team. This role offers a fantastic opportunity to develop your career in a supportive environment dedicated to employee wellbeing and continuous learning.

You will manage complaint cases and work closely with customers, colleagues, and external stakeholders to resolve complaints effectively. Strong communication and prioritisation skills are essential.