Complaints triage

Complaints Triage and Service Recovery Officer
Temporary Contract – Full Time
Location: London / Hybrid
Rate: £20.00–£23.00 per hour (Umbrella)
Start: ASAP

Hyperion is working with a respected organisation to recruit a proactive and empathetic Complaints Triage and Service Recovery Officer for a temporary assignment. This is an excellent opportunity to step into a frontline role where you'll make a real difference to customer satisfaction by resolving issues before they escalate to formal complaints.

As the first point of contact for escalated customer concerns, you will be responsible for assessing, triaging, and resolving service issues in a timely and compassionate manner. Using your problem-solving and communication skills, you’ll determine the best resolution route – whether that’s immediate service recovery or formal complaint escalation.

This is a new and fast-paced role that sits at the heart of the complaints function, requiring high attention to detail, excellent customer care, and the ability to manage competing priorities.

• Triage incoming customer concerns via CRM, inbox, and calls, assessing urgency and best course of action

• Deliver empathetic, clear responses to dissatisfied customers and attempt early resolution

• Utilise service recovery strategies to rebuild trust and avoid unnecessary escalation

• Liaise with internal departments to coordinate effective and timely solutions

• Allocate formal complaints to the appropriate teams, ensuring compliance with timescales

• Log, categorise, and track all interactions accurately using CRM and tracking tools

• Contribute to service improvement by identifying themes or repeat issues

• Experience in a complaints, customer service, or housing triage role

• Confident managing high volumes of sensitive enquiries with professionalism and care

• Excellent written and verbal communication skills

• Strong understanding of customer-centred service and service recovery principles

• Comfortable using CRM systems and working to deadlines in a pressurised environment

• Organised, responsive, and able to work with minimal supervision

We specialise in placing talented professionals into meaningful public sector roles. With Hyperion, you’ll receive dedicated support from a consultant who understands your sector and is committed to helping you thrive in your assignment.

To apply, please submit your CV and one of our consultants will be in touch to discuss your application.