If you are passionate about improving customer satisfaction through effective complaints management and service improvements, then this role is for you! * Based in Epsom * Up to £30,000 salary (DOE) * Monday – Friday, 9am – 5:30pm * Excellent benefits package * Free parking Job Description: * Serve as the primary point of contact for customer complaints, ensuring they are addressed promptly and professionally to maximize first-contact resolution. * Conduct thorough investigations into complaints, identify root causes, and draft detailed responses to maintain a fair and consistent approach. * Create and maintain complaint reports that highlight key trends, recurring issues, and areas for service improvement. * Perform quality assessments on complaint resolutions and customer interactions to ensure compliance with company standards and regulatory requirements. * Provide feedback and coaching to Customer Service teams to enhance complaint-handling skills and reduce recurring issues. * Ensure adherence to Customer First and Consumer Duty principles, embedding best practices in all customer interactions and resolutions. * Work closely with internal stakeholders to refine processes, streamline complaint handling, and improve the overall customer experience. * Review and enhance society communications to ensure clarity, accuracy, and compliance with regulatory expectations. * Analyse complaints d...