Your new role We are looking for a motivated and proactive Senior Complaints Officer who thrives in a fast‑paced environment and is committed 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 Delivering exceptional customer service across email and phone channels. Investigating and responding to enquiries and complaints about Waste Services with accuracy, efficiency and professionalism. Conducting detailed investigations with colleagues and stakeholders to resolve issues effectively. Preparing high‑quality written responses to complex and sensitive enquiries for a number of stakeholders and customers. Managing your workload flexibly to meet individual and team targets. Translating investigation findings into clear, accessible responses for customers. Managing a personal caseload while ensuring compliance with quality standards. Overseeing follow‑up actions with contractors to ensure commitments are met. Maintaining confidentiality and adhering to data protection requirements. 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 senior complaints role, with excellent administrative, da...