Complaints Quality Officer

Job Title: Complaints Quality Officer
Location: London W10
Contract: Temporary 6 Months
Hours: Full-Time (Monday to Friday, 9 AM – 5 PM)
Start Date: ASAP

About the Role:

We’re seeking a Complaints Quality Officer to provide short-term cover within a busy Customer Relations team. The role will focus on ensuring that complaints are investigated and responded to consistently, fairly, and in line with agreed standards.

You’ll be responsible for monitoring both written and verbal complaints handling, applying a quality assurance framework, and delivering constructive feedback that drives improvements in individual and team performance.

Responsibilities:

• Carry out quality control checks across written responses and customer contact (including call quality monitoring)
• Use scorecards and defined frameworks to measure performance against agreed standards
• Provide clear, constructive feedback to colleagues and managers to support improvements
• Analyse quality assurance data, prepare reports, and present findings to management
• Identify process or training issues that lead to complaints and recommend improvements
• Develop and deliver training sessions, workshops, and guidance materials for colleagues
• Support the team at peak times by handling complaints directly when required

Key Requirements:

• Previous experience in complaints handling or housing/public sector environment
• Significant experience applying quality control/assurance to written and verbal communications
• Strong written and verbal communication skills, with excellent spelling and grammar
• Proven ability to deliver performance feedback and coaching at all levels
• Experience of data capture, analysis, and report writing for senior audiences
• High level of attention to detail
• Experience in coaching, performance training, or workshop delivery

Desirable:

• Strong Excel skills and experience visualising data

If you’re interested and meet the above criteria, send your CV to Lewis Hodson at Service Care Solutions: Call 01772 208 966 or email Lewis.Hodson@servicecare.org.uk