Overview
Job Title: Complaints Quality Officer
Location: London W10
Contract: Temporary 6 Months
Hours: Full-Time (Monday to Friday, 9 AM – 5 PM)
Start Date: ASAP
Responsibilities
* Carry out quality control checks across written responses and customer contact (including call quality monitoring)
* Use scorecards and defined frameworks to measure performance against agreed standards
* Provide clear, constructive feedback to colleagues and managers to support improvements
* Analyse quality assurance data, prepare reports, and present findings to management
* Identify process or training issues that lead to complaints and recommend improvements
* Develop and deliver training sessions, workshops, and guidance materials for colleagues
* Support the team at peak times by handling complaints directly when required
Key Requirements
* Previous experience in complaints handling or housing/public sector environment
* Significant experience applying quality control/assurance to written and verbal communications
* Strong written and verbal communication skills, with excellent spelling and grammar
* Proven ability to deliver performance feedback and coaching at all levels
* Experience of data capture, analysis, and report writing for senior audiences
* High level of attention to detail
* Experience in coaching, performance training, or workshop delivery
Desirable
* Strong Excel skills and experience visualising data
How to Apply
If you’re interested and meet the above criteria, send your CV to Lewis Hodson at Service Care Solutions: Call (phone number removed) or email (url removed)
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