Complaints Officer

Vivid Resourcing Ltd; Essex; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a Complaints Officer to support a new customer experience team. This role involves handling complaints through thorough investigations, drafting clear responses, and promoting a positive complaints culture. Candidates should have experience in complaint handling and possess strong communication skills. The position is hybrid, requiring 3 days in the office and offers a competitive pay rate of £17.33 Umbrella. Join us in enhancing our services and improving customer satisfaction.

Qualifications

• Experience in complaint handling and customer experience.
• Strong communication and interpersonal skills.
• Ability to draft clear written responses.

Responsibilities

• Log and acknowledge complaints per council procedures.
• Investigate complaints thoroughly with relevant teams.
• Draft clear and empathetic written responses.
• Conduct root-cause analysis for service improvements.

Skills

Complaint handling

Customer service

Communication

Root-cause analysis

Job description

Complaints Officer

Hybrid: 3 days in the office, 2 from home.

Contract Length: 6 months.

Pay: £17.33 Umbrella.

We are looking for an experienced complaint handler to grow a new customer experience team. Key tasks include:

• Log and formally acknowledge resident complaints in line with council procedures.
• Engage with complainants to ensure a clear understanding of the issue and their desired resolution.
• Thoroughly investigate complaints by reviewing case histories and liaising with relevant teams to reach fair and informed decisions.
• Collaborate with service teams to help achieve appropriate resolutions and remedies for residents.
• Draft written responses that are clear, concise, and empathetic.
• Follow up to ensure we complete promised actions and keep residents well informed.
• Conduct detailed root‑cause analysis to help the council learn from mistakes and identify opportunities to improve our services.
• Ensure we handle all complaints within the timelines and standards set out in council policies and ombudsman codes.
• Take a customer and resolution‑focused approach to all complaint handling activities.
• Promote a positive complaints culture across the council through constructive engagement with colleagues in all services.