Job Title: Complaints Officer

Work Pattern: 36 Hours a week

Contract: April 2024

Location: Westminster

Days: Mon - Fri

Salary: £20.03 umbrella p/h

Our client is looking for a Complaints Officer to join their team in Westminster.
You will be responsible for contributing to the delivery of complaints resolutions and resolving enquiries efficiently and effectively.

Job Role -

• Draft, review, amend, and dispatch responses to customer, member, and stakeholder feedback, ensuring accuracy and professionalism in all communications.


• Receive and handle feedback, complaints, requests, and/or inquiries from members of the public, members, and stakeholders through various channels.


• Liaise with contractors, customers, stakeholders, and colleagues to investigate, resolve, and respond to feedback, requests, complaints, and/or inquiries in a timely manner.


• Handle complainants, colleagues, and stakeholders sensitively and in accordance with organisational confidentiality and data protection policies.


• Develop and maintain effective professional relationships with partners to facilitate efficient resolution of feedback and complaints.


• Manage the organisation's Freedom of Information, Data Protection, and Information Management processes.


• Escalate serious or urgent feedback, requests, complaints, and/or inquiries to the attention of the Complaints Team Manager or Complaints and Service Improvement Manager.


• Recommend resolutions to complaints, feedback requests, and/or inquiries and monitor their implementation to ensure timeliness and quality.


• Collate and track performance metrics on both complaints and member inquiries, including key performance indicators (KPIs) and satisfaction delivery.

Ideal Candidate:

• Experience resolving complex complaints.


• Microsoft Proficient


• Ability to organise and prioritise own workload.

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 208 966 or send an email to arran.fitchie@servicecare.org.uk