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Complaints Officer

? Location: Harlow
? Full Time | Temporary | 6-Month Contract
? £101.37 PAYE / £130.00 Umbrella (Daily Rate)
? Hybrid Working – Minimum 3 Days On-Site Per Week

A fantastic opportunity has arisen for an experienced Complaints Officer to join a forward-thinking organisation on a full-time, temporary basis. This is a newly developed role within a centralised complaints function, designed to enhance customer service delivery and improve how customer feedback is managed and acted upon.

This role offers the chance to be part of a team focused on driving positive change, ensuring fair outcomes, and embedding a culture of learning and continuous improvement across services.

Key Responsibilities:

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Log and formally acknowledge complaints in line with agreed procedures.

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Engage with complainants to fully understand the issues raised and their desired outcomes.

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Conduct thorough investigations by reviewing case history and collaborating with relevant teams.

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Work cross-functionally to achieve appropriate resolutions and provide meaningful remedies.

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Draft clear, concise, and empathetic written responses.

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Ensure follow-up actions are completed and updates provided to complainants.

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Carry out detailed root-cause analysis to identify trends and opportunities for service improvement.

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Ensure all complaint handling is compliant with internal policies and relevant ombudsman guidelines.

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Champion a customer-focused and resolution-led approach at every stage.

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Promote a positive complaints culture through proactive engagement with internal stakeholders.

The Ideal Candidate Will Have:

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Previous experience in complaints handling, ideally within a public sector or customer service environment.

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Strong investigative and analytical skills with attention to detail.

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Excellent written and verbal communication skills.

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Ability to manage sensitive situations with professionalism, empathy, and discretion.

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Confidence working collaboratively across departments to drive resolution.

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A proactive mindset with a commitment to continuous service improvement.

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Good understanding of complaints procedures, including timelines and best practices.

What’s On Offer:

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Competitive daily rate (PAYE or Umbrella options).

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Hybrid working model with flexibility, including 3 days minimum office presence per week.

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Opportunity to be part of a transformative project focused on improving customer experience