Complaints and Feedback Officer Location : Derby, DE24 37 hours, £19.32 p/hr. Fixed Term until End of March 2026 Make a Real Impact on Customer Experience! We are looking for a committed and professional Complaints and Feedback Officer to join our clients Engagement & Feedback Team. This role is perfect for someone who is passionate about customer service, can handle sensitive issues with empathy, and enjoys identifying opportunities to improve services. If you're an excellent communicator with strong analytical skills and a focus on fairness, this could be the ideal role for you. Key Responsibilities In this varied and rewarding position, you will: Investigate and manage Stage 1 and Stage 2 complaints in line with policies and procedures. Coordinate the handling of compliments, enquiries, and external information requests. Create, update, and monitor cases within internal systems, ensuring all timescales are met. Support complex complaint cases and collaborate with senior officers when required. Assist with self‑assessment activities linked to complaints handling standards. Analyse trends, lessons learned, and feedback themes to support service improvements. Draft clear, accurate complaint responses, reports, and statistical information. Maintain confidentiality and ensure data is recorded accurately and securely. Keep customers informed and ensure communication remains professional and empathetic. ...