Interim Complaints Officer
* Location:
Hertfordshire / Housing
* Contract:
Interim – start ASAP
* Length:
3 months
* Hours:
37 hours per week, Monday to Friday
* Hybrid
: 3 days office, 2 days home)
* Rate:
£190 - £220 a day
* IR35 Determination:
Inside - Umbrella Company
About the Role
We are seeking an Interim Complaints Officer to join our small but dedicated Complaints Team. The team currently consists of two people and is a key function in ensuring our customers receive a fair, transparent, and timely response to complaints. This interim role will support the team through a busy period, as one of our colleagues transitions into a new role.
You will play an important part in resolving customer complaints, supporting with data handling, and working across stage 1 and stage 2 Ombudsman complaints. This role requires someone who can get stuck in, work collaboratively, and keep the customer at the centre of everything we do.
Key Responsibilities
* Manage and resolve customer complaints at Stage 1 and Stage 2 levels.
* Handle Ombudsman cases and work closely with internal teams to ensure timely and accurate responses.
* Work collaboratively with colleagues across the business, building strong working relationships.
* Contribute to maintaining a positive, customer-focused complaints culture.
* Provide cover and support for team members, ensuring continuity during periods of absence or leave.
About You
We are looking for someone who is:
* Customer-focused with a positive and proactive approach.
* Able to balance resolution and data work effectively.
* Collaborative and approachable not afraid to speak to people, influence outcomes, and "navigate the room."
* Comfortable in a small organisation
* Resilient, upbeat, and able to get on with the job quickly.
* Experienced in handling complaints (Resolution Lead level desirable).
* Flexible and willing to get involved across multiple aspects of the role.
What We Offer
* Hybrid working (3 days office / 2 days home).
* Opportunity to join a small, supportive team & well regulated organisation making a real difference.
* A chance to step into a role where you'll have impact from day one.