Quality & Complaints Officer - 12-Month Contract

HAND Enterprise Solutions LTD.; Stone; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary up to £28,000 per annum

25 days holiday + bank holidays

Company pension scheme

Employee wellbeing support

Job summary

Safer Hand Solutions is recruiting a Quality & Complaints Officer to take ownership of the complaints process from receipt to resolution. You will investigate customer concerns, liaise with internal teams, identify trends and ensure issues are handled in line with procedures and regulatory requirements.

The role requires experience in complaints handling, excellent written English, and the ability to manage a high volume of cases in a fast-paced environment.

Qualifications

• Experience in a complaints handling role.
• Experience in a contact centre or high-volume customer service environment.
• Excellent written English and professional correspondence.
• Strong communication and interpersonal skills.
• Excellent organisational skills and attention to detail.
• Process-driven with ability to manage multiple cases.
• Proficient with Microsoft Office.
• Ability to remain calm and professional in sensitive situations.

Responsibilities

• Manage and resolve customer complaints from start to finish.
• Investigate complaints and provide clear written responses.
• Log, track, and follow company procedures for all complaints.
• Identify recurring issues and report trends.
• Liaise with internal teams to obtain information and agree resolutions.
• Review customer interactions, calls, and records to gather relevant facts.
• Support quality assurance activities and process improvements.

Skills

complaints handling

written English

communication skills

organizational skills

process-driven

MS Office

calm under pressure

high-volume handling

Education

none

Tools

Microsoft Office

Job description

Safer Hand Solutions is recruiting a Quality & Complaints Officer to take ownership of the complaints process from receipt to resolution. You will investigate customer concerns, liaise with internal teams, identify trends and ensure issues are handled in line with procedures and regulatory requirements.

The role requires experience in complaints handling, excellent written English, and the ability to manage a high volume of cases in a fast-paced environment.