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