Senior Stage 2 Complaints Lead - Final Decisions

Places for People; Preston; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary with yearly review

Pension with matched contributions

Up to 35 days annual leave

Healthcare cashback plan

Bonus scheme for colleagues

Training and development opportunities

Discounts and offers from various shops

Job summary

A community-focused organization in Preston is looking for a Senior Stage 2 Complaint Handler to manage escalated complaints and make final decisions. The role demands extensive experience in complaints handling, strong written communication skills, and critical analytical abilities. Responsibilities include reviewing prior investigations, guiding Stage 1 handlers, and ensuring high-quality outcomes. Competitive salary and generous benefits package included, with the organization committed to fairness and inclusivity in recruitment.

Qualifications

• Extensive experience in complaints handling, ideally with escalated or complex cases.
• Ability to critically analyze investigations and challenge findings where appropriate.
• Strong commitment to fairness and high-quality customer outcomes.

Responsibilities

• Lead Stage 2 complaint reviews and make impartial final decisions.
• Review Stage 1 investigations for fairness, quality, and compliance.
• Highlight systemic issues and support service improvement activity.

Skills

Extensive experience in complaints handling

Excellent written communication skills

Ability to analyze investigations critically

Confidence in decision making

Strong attention to detail

Ability to work independently

Job description

A community-focused organization in Preston is looking for a Senior Stage 2 Complaint Handler to manage escalated complaints and make final decisions. The role demands extensive experience in complaints handling, strong written communication skills, and critical analytical abilities. Responsibilities include reviewing prior investigations, guiding Stage 1 handlers, and ensuring high-quality outcomes. Competitive salary and generous benefits package included, with the organization committed to fairness and inclusivity in recruitment.