Senior Complaints Officer

  • Job Reference: PB
  • Date Posted: 30 April 2024
  • Recruiter: Hartley Resourcing
  • Location: Eastleigh
  • Salary: £31,000 to £32,500
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Contact: Purnima Bahl
  • Email:

Job Description

Our client is in search of experienced Senior Complaint Officers to adeptly manage and resolve Stage 2 complaints. This role demands the ability to conduct thorough investigations, render impartial decisions, and effectively communicate outcomes to all involved parties. Strong interpersonal skills and a knack for creative problem-solving are imperative for fostering productive collaborations with external partners and addressing unique challenges.. Your role will also involve preparing detailed investigation packs for the Housing Ombudsman Service. You will be instrumental in maintaining our commitment to a customer-first approach.

Key Responsibilities - Senior Complaint Officer

  • Conduct comprehensive investigations into escalated complaints, ensuring informed decisions are made while mitigating organizational risks.
  • Communicate findings and resolutions clearly to customers and stakeholders, both verbally and in writing, presenting a compelling case.
  • Gather and organise information promptly in response to requests from the Housing Ombudsman Service, maintaining a high standard of submission quality and meeting established deadlines.
  • Liaise and develop working relationships with other departments and external stakeholders, including local councilors and contractors.
  • Provide constructive feedback to colleagues, managers, or teams regarding preventable complaints or escalations.
  • Identify potential areas for improvement within systems, processes, policies, or training that could lead to complaints or escalations and recommend enhancements.
  • Assist in compiling reports and contributing to governance activities related to complex and escalated complaints as needed.
  • Occasionally handle Stage 1 complaints to support team objectives and provide additional coverage during peak periods.

Requirements - Senior Complaint Officer

  • Exceptional written communication skills, adept at conveying messages clearly and succinctly.
  • Customer-centric approach with a courteous and empathetic telephone manner, driven by a commitment to delivering outstanding service.
  • Proven experience in managing intricate complaints and customer feedback, with the ability to analyse and substantiate findings effectively.

Additional Information - Senior Complaint Officer

If you find that this Senior Complaint Officer role is a suitable match with yourself please apply today for this role by clicking on the apply button. As we anticipate a large volume of applications we are unfortunately unable to respond to each individual application. We will contact you within 3 working days if we are able include you on the shortlist, so after this time please assume you have not been successful.