Complaints Support Officer

Job Description

Complaints Support Officer

We are seeking a proactive and customer-focused Complaints Support Officer to join a busy Corporate Complaints Team. This is a varied and rewarding role supporting the effective handling of complaints, enquiries and feedback, ensuring a high-quality and consistent service is delivered across the organisation.

About the role
You will support the day-to-day operation of the complaints function, managing a caseload of enquiries and complaints from receipt through to resolution. This includes assessing cases, liaising with stakeholders, monitoring progress, and ensuring responses are delivered within agreed timescales.

You will work closely with internal teams, senior stakeholders, and external bodies, providing advice and guidance on complaints procedures while maintaining accurate records and producing performance reports. The role also involves supporting Freedom of Information and Subject Access requests, as well as contributing to service improvements and policy development.

Key responsibilities

• Receive, assess and manage complaints, enquiries and correspondence
• Maintain and monitor cases using a case management system
• Liaise with stakeholders including members of the public, senior staff, MPs and external organisations
• Provide advice and guidance on complaints handling processes
• Produce reports and performance data to support service improvements
• Ensure all communication is clear, timely and customer-focused
• Handle sensitive and confidential information in line with data protection requirements

About you
You will have experience working in a fast-paced administrative or customer-focused environment, with the ability to manage sensitive or complex enquiries professionally.

You will also bring:

• Strong communication and interpersonal skills
• Excellent organisational skills and attention to detail
• The ability to work independently and prioritise workloads
• Confidence using IT systems and managing data
• A calm and professional approach when dealing with challenging situations

This is an excellent opportunity for someone looking to develop their experience in complaints handling, governance, or customer services within a supportive and professional environment.