Complaints Officer

Complaints Officer - Temp to Perm
Location: Croydon
Pay: £18.91 per hour (Umbrella)
Contract: Temp to Perm
Working Pattern: Monday to Friday, office-based

We're looking for an experienced Complaints Officer to join a busy team in Croydon on a temp-to-perm basis. This role will work across four different workstreams, so we're looking for someone who is organised, adaptable and confident managing a demanding workload.

The successful candidate will be required to work from both our office and the client's office.

Key Responsibilities

Manage and respond to customer complaints professionally and efficiently.
Investigate complaints and ensure they are handled within agreed timescales.
Communicate with customers by phone, email and in writing.
Work across four different workstreams and manage competing priorities.
Liaise with internal teams and other stakeholders to resolve complaints.
Keep accurate records and update relevant systems.
Identify recurring issues and support improvements to customer service.
Ensure complaints are handled in line with relevant policies and procedures.

About You

Previous experience in a demanding complaints-handling or customer service environment is essential.
Confident dealing with challenging or complex customer situations.
Excellent communication and interpersonal skills.
Strong organisation and attention to detail.
Able to manage a busy workload and meet deadlines.
Comfortable working across different teams and workstreams.
Professional, calm and solution-focused approach