Job Title: Complaint Officer
Salary: £16.06 P/H
Hours: 37
Type: Temporary Ongoing
Location: Eastleigh, SO50
Start Date: ASAP
Work Pattern: Monday - Friday | 09:00am - 17:00pm

Our Complaints Centre of Excellence is committed to resolving customer complaints with both diligence and care.

As a Complaint Officer, you will play a vital role in guiding customers through the complaints process, ensuring that their concerns are investigated thoroughly and resolved in a fair and timely manner.

This role is essential for maintaining high standards of customer satisfaction and continuous improvement.

Key Duties and Responsibilities:

• Serve as a customer experience expert and brand ambassador.


• Act as the initial point of contact for customers in the complaint process, acknowledging complaints and informing customers of the next steps.


• Investigate complaints, evaluate each case on its merits, and determine an appropriate outcome.


• Clearly and concisely communicate findings and outcomes to customers and stakeholders.


• Collaborate with other departments and external stakeholders, including the Housing Ombudsman and local councillors.


• Provide feedback to colleagues, managers, or teams when necessary.


• Identify potential areas for system, process, policy, or training improvements and suggest opportunities for enhancement.

Qualifications and Experience:

• Ability to make informed decisions while acting sensitively and fairly.


• Customer-focused with a polite and empathetic approach.


• Capable of managing workload effectively to meet deadlines.


• Experience in customer service, particularly in handling complaints or difficult conversations.


• Familiarity with Microsoft Office, including Outlook, Word, and Excel.


• Ability to analyze complex complaints and provide evidence-based findings.

If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk