Complaints Resolution Officer
We are looking for a Complaints Resolution Officer to join a busy legal and governance team, providing a high-quality complaints handling and investigation service across a wide range of service areas.
The role involves managing and investigating complaints, providing advice and guidance on complaints processes, and supporting services to resolve issues effectively while ensuring learning and improvement.
Key Responsibilities
Investigate and manage customer complaints in line with service standards and complaints procedures
Provide advice and guidance to teams on complaints handling and resolution
Draft detailed investigation reports and correspondence for review and approval
Analyse complaint trends and produce reports to support service improvement
Support delivery of complaints training and guidance to staff
Liaise with senior managers, stakeholders and external partners during investigations
Maintain accurate records using case management systems and ensure compliance with data protection requirements
About You
Experience handling, investigating or responding to customer complaints
Strong communication, investigation and report writing skills
Ability to remain objective and professional in challenging situations
Experience working in a customer service or case management environment
Knowledge of complaints procedures and regulatory guidance is desirable