Complaints Officer

The National Society for Education, Mentoring and Media; Nottingham; Hybrid; GBP 27,000 - 42,000; Full time

Job summary

The National Society for Education, Mentoring and Media is seeking an experienced complaints handler to manage the end-to-end process of concerns raised, ensuring impartial investigations, timely resolutions and clear records. You will log complaints, coordinate with stakeholders, and deliver transparent outcomes that uphold safeguarding and quality standards.

The role emphasizes strong communication, fairness and problem-solving.

Qualifications

• Experience in complaints handling.
• Excellent communication skills.
• Impartial and fair-minded.
• Strong problem-solving skills.
• Professional and diplomatic.

Responsibilities

• Handle and log complaints.
• Conduct thorough investigations and document findings.
• Communicate with stakeholders to relay updates.
• Propose effective solutions and remedies.
• Report on complaint trends and patterns.

Skills

Complaints handling

Communication

Problem solving

Diplomacy

Job description

Handle complaints and concerns, investigate issues, and ensure satisfactory resolution.

Key Responsibilities

• - Receive and log complaints
• - Conduct thorough investigations
• - Communicate with stakeholders
• - Propose solutions and remedies
• - Report on complaint trends

Requirements

• - Experience in complaints handling
• - Excellent communication skills
• - Impartial and fair-minded
• - Strong problem-solving skills
• - Professional and diplomatic

Equal Opportunities Employer

NSEMM is an equal opportunities employer. We welcome applications from all sections of the community regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Disability Confident Committed

NSEMM is a Disability Confident Committed employer. If you have a disability and meet the essential criteria for this role, you are guaranteed an interview. We are committed to ensuring our recruitment process is inclusive and accessible, and to providing reasonable adjustments.

Safeguarding & Safer Recruitment

NSEMM is committed to safeguarding and promoting the welfare of children and young people. This post is subject to an enhanced DBS check, satisfactory references, and proof of eligibility to work in the UK. We follow Keeping Children Safe in Education (KCSIE) guidance.