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Complaints Officer

United Kingdom, Tunbridge Wells 16.00 GBP / Hour · Job Posted June 28, 2026
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Job Description

Are you passionate about providing excellent customer service? Do you have a knack for resolving issues and a keen eye for detail? Our client is looking for a dedicated Complaints Officer to join their Compliance Team! This is your chance to make a real difference by ensuring customer satisfaction and enhancing service quality. As a key member of the team, you will be the first point of contact for existing complaints and assist with vital administrative tasks. Your role will be crucial in maintaining high standards of service delivery.

Job Responsibility

  • First Point of Contact: Address and escalate queries or complaints from stakeholders efficiently, keeping in line with GDPR regulations
  • Complaint Resolution: Tackle complaints head-on, ensuring issues are resolved satisfactorily while maintaining clear documentation
  • Timely Customer Contact: Respond to phone calls, emails, and letters within set timescales to deliver exceptional customer service
  • Daily Enquiries: Manage day-to-day repair enquiries from the helpdesk, collaborating with contractors for timely issue resolution
  • Data Support: Assist with audits by providing accurate data and reports
  • Collaboration: Liaise with various departments, staff, and outside agencies to ensure cohesive operations
  • Continuous Improvement: Utilise customer feedback to enhance processes and move towards digital working
  • Standard Responses: Process letters and ensure compliance with company requirements

Requirements

  • Proficient in Microsoft products, especially Excel
  • Strong experience in dealing with complaints and providing excellent customer service
  • Excellent administrative skills and experience processing letters and reports
  • Experience liaising with customers through various communication channels
  • Proven ability to analyse data and produce reports

What we offer

  • Paid annual leave accrued from day 1
  • Boost benefits including discounts on major brands and services
  • Free eye care vouchers
  • A reputable agency with 40 years in the market - opportunity to receive temps lunches, temp of the month awards and a tree planted when placed permanently
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