Job Title: Complaints Officer
Type of Business: Public Sector
Location: Bath
Annual Salary: £30,000 - £35,000
Start Date: ASAP
Length of Contract: 3 Months
Hours: 9:00 - 17:20 Monday-Thursday and 9:00 - 17:10
GI 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:
1. Investigate and thoroughly review all complaints with consideration and in line with the complaints procedure.
2. Draft responses to complaints that are comprehensive, concise and empathetic, ensuring that they meet quality standards.
3. Accurate record details of complaints, investigations and resolutions.
4. Engage with complainants via the phone, in person and via email and use professional methods to de-escalate situations.
5. Identify complaint trends and use analysis skills to provide insights for improvement initiatives.
6. 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, including Data Protection and confidentiality standards in relation to complaint handling.
4. Excellent interpersonal skills and an ability to influence colleagues at all levels.
5. Experience of conducting thorough investigations, including gathering relevant information and making objective decisions.
If you would like any further information about any vacancies before applying, please feel free to contact Laura Vieira at GI Group.
We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Gi Group Privacy Statement. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group website.
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