Complaints Quality Officer

Service Care Solutions; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading support services provider in London is seeking a Complaints Quality Officer for a temporary role. Responsibilities include conducting quality checks, analyzing data, and providing feedback to improve processes. Applicants should have experience in complaints handling and strong communication skills. This full-time position offers a dynamic work environment with the opportunity to make a significant impact.

Qualifications

• Experience in complaints handling or housing/public sector environment.
• Ability to deliver performance feedback and coaching.
• Strong written and verbal communication skills.

Responsibilities

• Conduct quality control checks and monitor customer contacts.
• Provide feedback to support improvements.
• Prepare reports and present findings.

Skills

Complaints handling experience

Quality control assurance

Strong communication skills

Data analysis

Attention to detail

Coaching and training skills

Tools

Excel

Job description

Overview

Job Title: Complaints Quality Officer

Location: London W10

Contract: Temporary 6 Months

Hours: Full-Time (Monday to Friday, 9 AM – 5 PM)

Start Date: ASAP

Responsibilities

• Carry out quality control checks across written responses and customer contact (including call quality monitoring)
• Use scorecards and defined frameworks to measure performance against agreed standards
• Provide clear, constructive feedback to colleagues and managers to support improvements
• Analyse quality assurance data, prepare reports, and present findings to management
• Identify process or training issues that lead to complaints and recommend improvements
• Develop and deliver training sessions, workshops, and guidance materials for colleagues
• Support the team at peak times by handling complaints directly when required

Key Requirements

• Previous experience in complaints handling or housing/public sector environment
• Significant experience applying quality control/assurance to written and verbal communications
• Strong written and verbal communication skills, with excellent spelling and grammar
• Proven ability to deliver performance feedback and coaching at all levels
• Experience of data capture, analysis, and report writing for senior audiences
• High level of attention to detail
• Experience in coaching, performance training, or workshop delivery

Desirable

• Strong Excel skills and experience visualising data

How to Apply

If you’re interested and meet the above criteria, send your CV to Lewis Hodson at Service Care Solutions: Call (phone number removed) or email (url removed)