Job Description
Role OverviewThe Customer Experience & Complaints Officer will report directly to Customer Experience Manager. In this role, you will be responsible for:Key Responsibilities:Complaints Handling & Remediation
* Triage, investigate and respond to escalated or complex customer complaints in line with policy
* Maintain accurate complaints logs and records for all services
* Action and monitor complaint or detriment remediation as required to ensure timely and effective resolution
* Complete complaint reviews for adherence to complaint handling policies and processes
* Identify emerging issues and potential root causes based on complaint trends
* Assist in preparing insight summaries and reporting packs
* Assist in the preparation of complaints materials or provide complaints SME support where required
Customer Experience Support
* Monitor customer feedback from various channels and customer insight sources e.g. emails & social media
* Support the administration of customer feedback surveys e.g. CSAT & Interaction Outcomes
* Support closed-loop feedback processes e.g. follow-up contact, constructive feedback
* Conduct and collate customer journey mapping and CX case studies to impartially identify good customer journeys or customer pain points
* Assist in preparing insight summaries and monthly reporting packs
* Assist in the preparation of customer experience materials or provide CX SME support where required
* Provide support on projects or workstreams as needed
Note: Officers may have a primary focus area based on workload and experience (e.g. complaints or insight/ service line split), but are expected to contribute flexibly across both areasTo excel in this role, you will need to demonstrate:Essential Experience
* Customer-Centric Mindset: Passionate about improving customer interactions, with experience in complaints handling, customer experience or quality roles.
* Communication Skills: Excellent written and verbal communication, with the ability to share insights clearly and purposefully; confident using Microsoft Office.
* Handling Complexity with Care: Skilled in managing sensitive or complex customer issues calmly and fairly with experience working within complex delivery models.
* Analytical Thinking: Strong organisational and data management skills, with the ability to analyse customer feedback and surveys to generate actionable insights.
* CX Knowledge: Understanding of customer feedback mechanisms, survey tools and core customer experience principles.
* Feedback & Collaboration: Comfortable giving and receiving feedback objectively and sensitively with the ability to challenge constructively and work collaboratively.
Desirable Experience
* Technical & Sector Expertise: Proficient in CRM systems and survey tools, with experience in financial services—particularly Debt Advice, Pensions, and Money Guidance.
* Stakeholder & Supplier Engagement: Skilled in managing internal stakeholders and external suppliers with experience navigating matrix environments and contributing to cross-functional projects.
* Regulatory & Standards Awareness: Background in regulatory, standards, or best practice-controlled environments, ensuring compliance and quality assurance.
* Service Improvement & Feedback Culture: Experienced in root cause analysis, service improvement initiatives, and giving and receiving feedback constructively and sensitively
About UsThe Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:
* CaringWe care about our colleagues and the people whose lives we are here to transform.
* ConnectingWe will transform lives through our ability to make positive connections.
* TransformingWe are committed to transforming lives and making a positive societal impact.
Our Inclusive Working EnvironmentBy fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.What We Offer
* Generous Annual Leave – 30 days plus Bank Holidays
* Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
* Interest-free loan for season tickets for buses and trains
* Cycle to work Scheme
* Subsidised eye tests & flu jabs
* Life assurance scheme
* Give as you earn scheme
* Employee assistance programme (EAP)
* PAM Assist and PAM Life scheme (Wellbeing)
* Enhanced family and sick pay
* Paid volunteering (2 days a year)
* Recognition Scheme
* Discounts portal to numerous retailers
Flexible WorkingAt MaPS, we take...