We are recruiting a professional and highly organised Customer Care & Complaints Officer to join a busy and supportive team in Waltham Abbey. This is a hybrid role working 3 days in the office and 2 days from home, offering 30–37.5 hours per week, Monday to Friday with flexible start and finish times. The salary on offer is £30,000 - £32,000 FTE, depending on experience. In this role, you will be responsible for managing customer enquiries and complaints from initial contact through to resolution, ensuring a high standard of customer service, professionalism and compliance at all times. Key Responsibilities: * Handle customer enquiries and complaints via email and telephone. * Investigate and resolve complaints in line with company procedures and regulatory requirements. * Draft clear, accurate, and professional written responses. * Manage escalated and complex cases, liaising with internal and external stakeholders where required. * Maintain accurate records and case notes on internal systems. * Support continuous improvement of complaint handling processes. About You: * Previous experience in complaints handling, customer care, mediation or a similar role. * Excellent written and verbal communication skills. * Strong attention to detail and problem-solving abilities. * Well organised, able to prioritise workloads and meet deadlines. * Professional, empathetic, and customer-focused approach. Additional Information: Due to the location and limited public transport links, candidates must have their own transport and be able to drive. This is an excellent opportunity to join a growing organisation offering flexible working, a modern office environment, and a competitive salary package. Due to the high volume of applications we receive, only shortlisted candidates will be contacted. If you do not hear from us, please assume your application has not been successful on this occasion. We appreciate your interest and wish you the best of luck in your job search