Hybrid Complaints Quality & Improvement Specialist

The Hyde Group; Greater London; Híbrido; GBP 27.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent pension scheme

Generous holiday allowance

Life assurance

Award-winning flexible benefits pla t

Descripción de la vacante

Hyde Group is seeking a Complaints Quality and Improvement Officer in London Bridge. The role blends office presence (2 days) with remote work (3 days) to strengthen complaint handling and service levels.

You will review cases, analyse feedback and performance data, and drive improvements across the organisation. The role focuses on improving processes, delivering training, and producing dashboards and reports for senior leaders.

Formación

• Experience of quality assurance, complaints handling, service improvement or a similar customer-focused role.
• Strong analytical skills to interpret performance data and feedback and turn findings into improvements.
• Experience producing clear reports, dashboards or presentations for varied audiences.
• Confidence to design and deliver training, run meetings and engage colleagues in learning.
• Excellent communication, organisation and stakeholder management skills.

Responsabilidades

• Carry out regular quality checks on complaint cases, recording findings and tracking improvements.
• Analyse complaints data, customer feedback and decisions to identify trends, risks and lessons learned.
• Produce monthly performance reports and dashboards and share recommendations with managers.
• Design and deliver engaging training, forums and guidance to improve complaint-handling standards.
• Work with Hyde teams to improve policies, processes and the customer experience while monitoring risks.

Conocimientos

Quality assurance

Complaints handling

Service improvement

Data analysis

Reporting & dashboards

Training design

Stakeholder influence

Communication skills

Organisation & planning

Herramientas

Dashboards

Reports

Descripción del empleo

Hyde Group is seeking a Complaints Quality and Improvement Officer in London Bridge. The role blends office presence (2 days) with remote work (3 days) to strengthen complaint handling and service levels.

You will review cases, analyse feedback and performance data, and drive improvements across the organisation. The role focuses on improving processes, delivering training, and producing dashboards and reports for senior leaders.