Complaint Officer

Job Title: Complaint Officer
Hours: 37 Hours Per Week
Type: Temporary ongoing
Location: Eastleigh, SO50
Start Date: ASAP

We are seeking an number of experienced and customer-focused Complaint Officer to join our clients complaints team. This team is dedicated to resolving complaints fairly, efficiently, and with empathy. You’ll be the first point of contact for customers navigating the complaints journey and play a key role in delivering high-quality service and identifying opportunities for service improvement.

If you’re confident handling sensitive issues, skilled at clear communication, and passionate about getting things right for the customer, this role is for you.

Key Duties and Responsibilities:

• Act as the initial point of contact for customer complaints, providing guidance on next steps.
• Investigate individual cases thoroughly and provide clear, fair outcomes.
• Communicate findings in both written and verbal formats, building a strong case for resolutions.
• Collaborate with internal departments, external partners, and stakeholders including contractors and the Housing Ombudsman.
• Identify patterns or root causes in complaints and suggest improvements to services, systems, or processes.
• Assist in providing feedback to teams or individuals based on complaint outcomes.

Essential Skills & Experience:

• Excellent written communication – able to distil complex messages clearly and succinctly.
• Professional telephone manner with empathy and customer focus.
• Strong organisational and decision-making skills.
• Ability to work under pressure and manage a varied caseload to set deadlines.
• Previous experience in complaints handling or outbound sales.
• Confident using Microsoft Office applications (Outlook, Word, Excel).
• Capable of analysing feedback and evidencing conclusions.

Desirable:

• Experience working with housing or public sector complaints.
• Familiarity with Housing Ombudsman processes or case handling standards.

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 Lewis at Service Care Solutions on or send an E-Mail to .uk