Complaints Officer Location: Harlow Full Time | Temporary | 6-Month Contract £101.37 PAYE / £130.00 Umbrella (Daily Rate) Hybrid Working – Minimum 3 Days On-Site Per Week A fantastic opportunity has arisen for an experienced Complaints Officer to join a forward-thinking organisation on a full-time, temporary basis. This is a newly developed role within a centralised complaints function, designed to enhance customer service delivery and improve how customer feedback is managed and acted upon. This role offers the chance to be part of a team focused on driving positive change, ensuring fair outcomes, and embedding a culture of learning and continuous improvement across services. Key Responsibilities: * Log and formally acknowledge complaints in line with agreed procedures. * Engage with complainants to fully understand the issues raised and their desired outcomes. * Conduct thorough investigations by reviewing case history and collaborating with relevant teams. * Work cross-functionally to achieve appropriate resolutions and provide meaningful remedies. * Draft clear, concise, and empathetic written responses. * Ensure follow-up actions are completed and updates provided to complainants. * Carry out detailed root-cause analysis to identify trends and opportunities for service improvement. * Ensure all complaint handling is compliant with internal policies and relevant ombudsman guidelines. * Champion a customer-focused and resolution-led approach at every stage. * Promote a positive complaints culture through proactive engagement with internal stakeholders. The Ideal Candidate Will Have: * Previous experience in complaints handling, ideally within a public sector or customer service environment. * Strong investigative and analytical skills with attention to detail. * Excellent written and verbal communication skills. * Ability to manage sensitive situations with professionalism, empathy, and discretion. * Confidence working collaboratively across departments to drive resolution. * A proactive mindset with a commitment to continuous service improvement. * Good understanding of complaints procedures, including timelines and best practices. What’s On Offer: * Competitive daily rate (PAYE or Umbrella options). * Hybrid working model with flexibility, including 3 days minimum office presence per week. * Opportunity to be part of a transformative project focused on improving customer experience