About the Role
The Complaints Officer is the first point of contact for members of the public making complaints or enquiries. The role involves managing a range of moderately complex to complex matters, ensuring all interactions are handled with professionalism, empathy, and efficiency. You will work closely with internal and external stakeholders to assess and resolve issues promptly.
Key Responsibilities
- Manage complaints received through various channels, including phone, email, and in-person.
- Assess, record, resolve, or escalate complaints in accordance with procedures and timeframes.
- Prepare clear and concise written correspondence to a high standard.
- Communicate effectively with individuals and organisations to clarify issues and achieve appropriate outcomes.
- Accurately record information and maintain up-to-date records in case management systems.
- Assess the nature of complaints to determine appropriate next steps or referral pathways.
- Identify and escalate urgent, sensitive, or complex matters.
- Recognise and report emerging trends, risks, or systemic issues.
- Collaborate effectively with colleagues, supporting a positive and productive team environment.
- Assist in training and mentoring team members as required.
Skills and Experience
The ideal candidate will demonstrate:
- Strong written and verbal communication skills, with the ability to tailor responses for diverse audiences.
- Experience in managing challenging conversations and de-escalating tense situations.
- Well-developed problem-solving and analytical skills, with sound judgement in making decisions.
- Ability to manage competing priorities, meet deadlines, and deliver high-quality outcomes under pressure.
- Strong research skills, with the ability to quickly understand new information and apply it appropriately.
- High level of resilience and the ability to manage personal wellbeing in a dynamic environment.
- Commitment to maintaining professionalism, impartiality, and confidentiality at all times.
- Complaints handling experience is highly regarded.
- Experience working in or with the public sector is desirable.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.