Complaints Triage Officer (Hybrid - West London) Rate: £25.77 per hour (via umbrella) Contract: 3 months Working Pattern: Hybrid (2 days in the office, 3 from home) Location: West London We're looking for a highly organised and customer-focused Complaints Triage Officer to join a dynamic Complaints Service team (Housing Association) on an initial 3-month contract. As the first point of contact for escalated service enquiries, you'll be the gatekeeper of the Complaints Service, ensuring every customer concern is triaged accurately and compassionately. Your role is pivotal in assessing complaints, identifying appropriate resolutions, and - wherever possible - recovering service issues before they escalate further. Key Responsibilities: Handle and triage incoming escalated service enquiries. Assess and determine the best resolution route for customer dissatisfaction. Deliver swift and effective service recovery wherever possible. Log formal complaints for full investigation when needed. Engage proactively with customers to understand their concerns. Use strong problem-solving skills to provide tailored solutions. Maintain a customer-first approach in all interactions. What We're Looking For: Experience in a complaints handling, customer service, or triage role. Housing experience preferred but other sector considered if have triage experience Excellent communication and interpersonal skills. Ability to manage multiple cases efficiently and calmly. Strong decision-making and problem-solving abilities. A proactive, empathetic, and professional approach to customer care. This is an exciting opportunity to make a real difference in customers' experiences, working within a supportive and service-driven team. Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy