Corporate Complaints Officer

UKRN; Birmingham; On-site; GBP 26,000 - 38,000; Full time

Job summary

UKRN is seeking a Corporate Complaints Officer to join a small, specialised team. You will investigate, respond to and resolve escalated complaints about our service, including care of compensation fund applications and complex regulatory reports.

You will work with operational units to gather evidence and craft clear, fair conclusions. The role emphasises listening, analytical thinking and collaborative feedback to drive continuous improvement.

Responsibilities

• Investigate, respond to and resolve escalated complaints about our service.
• Handle complaints about compensation fund applications and complex regulatory matters.
• Analyse investigation files and provide fair conclusions with clear communication.

Job description

As a Corporate Complaints Officer you will be working as part of a small and specialised Corporate Complaints team investigating, responding to and resolving escalated complaints about our service. This will include complaints about any area of our work, such as how we have handled somebody’s application to our compensation fund, or dealt with a complex report about a solicitor’s professional behaviour.

You will be dealing with complaints from customers who have received a response from our operational units but remain dissatisfied. And you will be looking into high profile, sensitive and sometimes protracted complaint matters. As with any complaints focused role, you will sometimes deal with challenging calls and correspondence.

This role holder will enjoy analysing complex investigation files and have a real commitment to fair and excellent customer service and continuous improvement.

It is of great importance that we use the information that we gain from complaints to continuously improve what we do. Working to pinpoint the lessons we can learn is a key part of this role. You will be skilled at listening and working with colleagues to understand how issues have arisen. And able to give constructive feedback in a collaborative way to support the organisation to improve its work.

Analysis, Communications, Complaints, Corporate, Investigator, Legal, Regulation