Complaints Officer

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

Job summary

HAND Enterprise Solutions LTD. in Stone, Staffordshire invites applications for a Quality & Complaints Officer on a 12-month fixed-term contract.

Based in Stone, you will take ownership of customer complaints from receipt to resolution, ensuring timely and professional responses. You will conduct investigations, identify root causes and work with internal teams to implement improvements, while maintaining accurate records and supporting quality assurance processes.

Qualifications

• At least 1 year's experience handling complaints in a customer-focused environment.
• Excellent written and verbal communication skills.
• Strong investigative and problem-solving abilities.
• Ability to remain professional, empathetic, and calm under pressure.
• Excellent attention to detail and organisational skills.
• Experience working within a regulated, quality-driven, or customer service environment is desirable.

Responsibilities

• Managing customer complaints from receipt through to resolution
• Conducting thorough investigations and identifying root causes
• Drafting clear, professional written responses
• Liaising with internal departments to gather information and progress cases
• Monitoring complaint trends and recommending service improvements
• Supporting quality assurance activities and compliance processes
• Maintaining accurate records and producing reports where required

Skills

Complaint handling

Written communication

Verbal communication

Investigative skills

Problem solving

Attention to detail

Organisational skills

Regulatory environment

Job description

Stone, Staffordshire | £28,000 | Full-Time | 12-Month Fixed-Term Contract

Safer Hand Solutions are working in partnership with a well-established and growing company based in Stone, Staffordshire, to recruit a Quality & Complaints Officer on a 12-month fixed-term contract.

This is a fantastic opportunity for someone with a passion for customer service, quality standards, and complaint resolution to join a supportive and professional organisation.

Key Responsibilities

• Managing customer complaints from receipt through to resolution
• Conducting thorough investigations and identifying root causes
• Drafting clear, professional written responses
• Liaising with internal departments to gather information and progress cases
• Monitoring complaint trends and recommending service improvements
• Supporting quality assurance activities and compliance processes
• Maintaining accurate records and producing reports where required

About You

• At least 1 years' experience handling complaints in a customer-focused environment
• Excellent written and verbal communication skills
• Strong investigative and problem-solving abilities
• Ability to remain professional, empathetic, and calm under pressure
• Excellent attention to detail and organisational skills
• Experience working within a regulated, quality-driven, or customer service environment is desirable

What's On Offer?

• Salary of £28,000
• Full-time position
• 12-month fixed-term contract
• Based in Stone, Staffordshire
• Opportunity to join a supportive and established business
• A role where you can make a genuine impact on customer experience and service quality

Job Titles

• Complaints Handler
• Customer Complaints Handler
• Complaints Officer
• Customer Relations Officer
• Complaints Case Handler
• Complaints Case Manager
• Complaints Investigator
• Complaints Coordinator