Customer Care & Complaints Officer

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;

* Take ownership of Stage 2 complaints, managing each case from initial review through to final response.

* Acknowledge complaints promptly and in line with service standards.

* Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails.

* Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions.

* Provide clear, well-reasoned written responses that address all aspects of the complaint.

* Liaise with internal departments and stakeholders to support effective resolution.

* Ensure all complaints are handled in accordance with organisational policies, procedures, and regulatory requirements.

* Identify trends, recurring issues, and opportunities for service improvement.

* Deliver consistently high levels of customer care, demonstrating empathy, professionalism, and impartiality.

Desirable experience-

* Proven experience in complaint handling, ideally at Stage 2 or escalated level.

* Strong investigative and analytical skills, with attention to detail.

* Excellent written and verbal communication skills, with the ability to explain complex issues clearly.

* Ability to manage a varied caseload and work to deadlines.

* Confident in maintaining accurate records and using case management systems.

* A calm, professional approach with the ability to handle sensitive or challenging situations.

* 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