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Complaints Officer

Job Description

Job Title: Complaints and Insight Officer
Location: NWI 7HE
Contract Type: Temp ongoing

We are seeking a dynamic and proactive Corporate Complaints & Insight Officer to join our clients team. In this pivotal role, you will be instrumental in delivering a first-class customer experience by effectively managing our complaints and insight function.

Key Responsibilities:

  • Accurately record customer complaints in accordance with organisational policies and procedures.
  • Act as a Business Champion, supporting internal stakeholders in investigating and responding to complaints in alignment with the Principles of Dispute Resolution.
  • Proactively engage with internal and external stakeholders to prevent informal complaint escalation.
  • Conduct audits and scrutiny of complaints case handling to ensure compliance with regulatory and statutory requirements.
  • Identify and escalate concerns related to poor complaint case handling.
  • Maintain and improve administrative systems to support business activities.
  • Conduct targeted customer surveys to gather insights on services, ensuring data accuracy and generating insightful reports.
  • Utilise customer satisfaction results to drive service improvements.
  • Deliver high-level, customer-focused service to satisfy our customer's needs.
  • Provide informal advice and assistance to customers on complaints, aiming for resolution without formal escalation.
  • Regularly update IT systems and databases to maintain accurate and up-to-date records of complaints and inquiries.


  • Strong analytical and problem-solving abilities.
  • Ability to work effectively both independently and as part of a team.
  • Demonstrated commitment to continuous improvement and delivering exceptional customer experiences.
  • Knowledge of regulatory and statutory requirements related to complaints management is advantageous.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208966 or send an email to