Complaints Resolution Officer

Job Description

Complaints Resolution Officer

We are looking for a Complaints Resolution Officer to join a busy legal and governance team, providing a high-quality complaints handling and investigation service across a wide range of service areas.

The role involves managing and investigating complaints, providing advice and guidance on complaints processes, and supporting services to resolve issues effectively while ensuring learning and improvement.

Key Responsibilities

• Investigate and manage customer complaints in line with service standards and complaints procedures

• Provide advice and guidance to teams on complaints handling and resolution

• Draft detailed investigation reports and correspondence for review and approval

• Analyse complaint trends and produce reports to support service improvement

• Support delivery of complaints training and guidance to staff

• Liaise with senior managers, stakeholders and external partners during investigations

• Maintain accurate records using case management systems and ensure compliance with data protection requirements

About You

• Experience handling, investigating or responding to customer complaints

• Strong communication, investigation and report writing skills

• Ability to remain objective and professional in challenging situations

• Experience working in a customer service or case management environment

• Knowledge of complaints procedures and regulatory guidance is desirable