Public Complaints Liaison Specialist

Morgan Hunt; City Of London; Hybrid; GBP 42,000 - 47,000; Full time

Job summary

Morgan Hunt are recruiting on behalf of a National Regulatory Body in the transport sector for a Public Correspondence Executive. The role is hybrid, requiring 2 days per week in the office, and is a temporary assignment initially lasting 3-4 months.

Daily rate ranges from £160.08 to £181.63 (umbrella), with flexible full-time or part-time hours and ASAP start. The successful candidate will manage incoming complaints and public enquiries, coordinate end-to-end case handling, and draft clear

Qualifications

• Proven experience managing complaints and enquiries within a customer-focused environment.
• Ability to manage a varied caseload and meet tight deadlines.
• Excellent written communication, drafting clear, accurate responses.
• Strong stakeholder management, liaising with multiple teams as needed.
• Identify emerging issues and escalate appropriately.
• Maintain accurate case records and monitor progress.
• Work independently yet contribute effectively in a busy team.

Responsibilities

• Receive, review and manage incoming complaints and public enquiries.
• Coordinate end-to-end complaints process from receipt to resolution.
• Draft clear, professional correspondence for straightforward cases.
• Liaise with internal teams to obtain information for complex cases.
• Participate in daily triage meetings and allocate cases.
• Monitor outstanding cases and chase responses within deadlines.
• Escalate high-profile or sensitive issues promptly.
• Maintain records on the case management system and ensure efficiency.

Skills

Complaints handling

Customer focus

Written communication

Stakeholder management

Attention to detail

Organised

Independent working

Job description

Morgan Hunt are recruiting on behalf of a National Regulatory Body in the transport sector for a Public Correspondence Executive. The role is hybrid, requiring 2 days per week in the office, and is a temporary assignment initially lasting 3-4 months.

Daily rate ranges from £160.08 to £181.63 (umbrella), with flexible full-time or part-time hours and ASAP start. The successful candidate will manage incoming complaints and public enquiries, coordinate end-to-end case handling, and draft clear