Complaints & Quality Specialist | Elevate Customer Experience

HAND Enterprise Solutions LTD.; Stone; Sur place; GBP 25 000 - 31 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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

Connaissances

Complaint handling

Written communication

Verbal communication

Investigative skills

Problem solving

Attention to detail

Organisational skills

Regulatory environment

Description du poste

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.