Your new role
We are looking for a motivated and proactive Seniorplaints Officer who thrives in a fast‑paced environment and ismitted to delivering a high‑quality customer experience. You will play a key role in ensuring stakeholders receive a friendly, precise and customer‑focused service, while helping to maintain a positive public image of Waste Services.What You Will Be Doing
1. Delivering exceptional customer service across email and phone channels.
2. Investigating and responding to enquiries andplaints about Waste Services with accuracy, efficiency and professionalism.
3. Conducting detailed investigations with colleagues and stakeholders to resolve issues effectively.
4. Preparing high‑quality written responses toplex and sensitive enquiries for a number of stakeholders and customers.
5. Managing your workload flexibly to meet individual and team targets.
6. Translating investigation findings into clear, accessible responses for customers.
7. Managing a personal caseload while ensuringpliance with quality standards.
8. Overseeing follow‑up actions with contractors to ensuremitments are met.
9. Maintaining confidentiality and adhering to data protection requirements.
10. Recording all activity in the CRM system and keeping internal databases up to date.
What you'll need to succeed
A strong candidate will have experience working in a similar seniorplaints role, with excellent administrative, data‑entry and writtenmunication skills. You should be confident engaging with senior stakeholders, able to analyseplexplaints to identify root causes and produce high‑quality written responses. Strong organisational ability, effective workload management and the capacity to work under pressure are essential. The role also requires someone who can resolve conflicts empathetically, influence colleagues to improve service delivery and build positive relationships with stakeholders at all levels. What you'll get in return
Candidates will benefit from apetitive day rate of £250–£300 via Umbrella, working 37 hours per week on an initial three‑month contract with strong potential for extension. The role offers a hybrid working pattern with flexibility based on the candidate’s needs, providing a balanced blend of stability, adaptability, and fair remuneration.