Complaints Quality Officer

Dynamite Recruitment Solutions Ltd; London; On-site; GBP 200,000 +; Full time

Job summary

A recruitment solutions company is seeking a Complaints Quality Officer in London to oversee quality control in customer complaints. You will analyze feedback, ensure compliance with regulations, and provide training to staff. The ideal candidate has strong communication skills and experience in quality assurance. This role offers a competitive hourly rate and various employee benefits.

Benefits

28 days holiday plus bank holidays

Health and wellbeing support

Professional development opportunities

Inclusive culture

Qualifications

• Significant experience of quality control across communications.
• Strong attention to detail and ability to deliver constructive feedback.
• Proven experience in report writing and data presentation.

Responsibilities

• Own the quality control process for the Customer Relations Team.
• Review customer contact and complaint responses.
• Identify areas for process improvement to reduce complaints.

Skills

Quality control

Written communication

Verbal communication

Data capture and analysis

Coaching

Problem-solving

IT literacy

Tools

Microsoft Excel

Microsoft Office

Job description

Complaints Quality Officer
Location: London W10
Contract: 6 months, Full time
Hours: Monday to Friday, 9am - 5pm
Pay: £19.50 - £20.00 per hour

About the Role

Our client's Customer Relations Team is dedicated to resolving customer complaints in a timely and fair way, while ensuring lessons are learned and improvements are made across the business.

We are looking for a Complaints Quality Officer to play a key role in upholding high standards of complaint investigations and responses. You will carry out quality control checks on customer contact and complaint responses, providing feedback and insight to support colleagues and help continuously improve.

This role is all about achieving fair outcomes for customers, ensuring compliance with our client's values, the Ombudsman code, and regulatory requirements. You will use your eye for detail and excellent communication skills to support the team with quality assurance, coaching, and training.

What you\'ll be doing

• Owning the quality control process for the Customer Relations Team and supporting with wider quality assurance activity.
• Reviewing customer contact and complaint responses, delivering feedback that helps colleagues improve and sustain high standards.
• Sharing data and insights from quality control checks with leaders to support performance management and training needs.
• Identifying areas where processes, systems, or policies could be improved to reduce complaints.
• Delivering training, onboarding support, and coaching on complaint handling and letter writing.
• Running workshops and supporting development across the team.
• Occasionally handling customer complaints, particularly during peak times.

About you

To succeed in this role, you\'ll bring:

• Significant experience of applying quality control or assurance across written and verbal communications against a scorecard or defined framework.
• Strong written and verbal communication skills evidenced in previous roles.
• Ability to effectively deliver performance feedback and appropriate solutions directly to individual colleagues and at management or senior leadership level.
• Proven experience of data capture and analysis, report writing, and presenting data to all levels of management.
• Strong attention to detail shown consistently in previous roles.
• Ability to coach and deliver performance-related training, using feedback to ensure targeted improvements.
• Proactive problem-solving skills, with initiative and customer focus at the heart of your work.
• IT literacy, with confidence in Excel and other Microsoft Office tools.

Why work with our client

When you join our client, you\'ll enjoy:

• Competitive hourly rate of £19.50 - £20.00
• 28 days holiday plus bank holidays (pro rata), with the option to buy additional leave
• Health and wellbeing support including employee assistance programme and healthcare cash plan
• Professional development and training opportunities
• A supportive, inclusive, and values-driven culture

To be considered please submit your Cv asap