We are seeking a dedicated and detail-oriented Customer Care & Complaints Officer to manage Stage 2 complaints, ensuring a thorough, fair, and timely resolution process from start to finish. This is a key role focused on delivering high-quality outcomes while maintaining excellent customer care standards, even in complex or sensitive situations.
Duties include;
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Take ownership of Stage 2 complaints, managing each case from initial review through to final response.
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Acknowledge complaints promptly and in line with service standards.
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Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails.
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Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions.
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Provide clear, well-reasoned written responses that address all aspects of the complaint.
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Liaise with internal departments and stakeholders to support effective resolution.
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Ensure all complaints are handled in accordance with organisational policies, procedures, and regulatory requirements.
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Identify trends, recurring issues, and opportunities for service improvement.
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Deliver consistently high levels of customer care, demonstrating empathy, professionalism, and impartiality.
Desirable experience-
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Proven experience in complaint handling, ideally at Stage 2 or escalated level.
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Strong investigative and analytical skills, with attention to detail.
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Excellent written and verbal communication skills, with the ability to explain complex issues clearly.
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Ability to manage a varied caseload and work to deadlines.
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Confident in maintaining accurate records and using case management systems.
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A calm, professional approach with the ability to handle sensitive or challenging situations.
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Commitment to delivering excellent customer service and fair outcomes.
This is working on a contract basis within an excellent working environment offiering hybrid working and competitive rates of pay
