Job Title: Complaints OfficerType of Business: Public SectorLocation: BathAnnual Salary: £30,000 - £35,000Start Date: ASAPLength of Contract: 3 MonthsHours: 9:00 - 17:20 Monday-Thursday and 9:00 - 17:10GI Group are now seeking to appoint a Complaints Officer to our Public Sector client based in Bath. The Complaints Officer will oversee management of complaints, ensuring that all concerns are handled with timeliness, sensitivity and professionalism. They will deliver responses that are respectful, comprehensive and concise as well as analyse complaint trends to understand root causes.Main Duties of the Complaints Officer:
* Investigate and thoroughly review all complaints with consideration and in line with the complaints procedure
* Draft responses to complaints that are comprehensive, concise and empathetic, ensuring that they meet quality standards
* Accurate record details of complaints, investigations and resolutions
* Engage with complainants via the phone, in person and via email and use professional methods to deescalate situations
* Identify complaint trends and use analysis skills to provide insights for improvement initiatives
* Regularly report on complaint volumes, patterns and resolution to Senior Management
Role Requirements:
1. Experience handling formal complaints and an understanding of best practices
2. Experience in conflict resolution
3. Understanding of relevant regulations, inc...