Job title: Complaint Officer
Location: Eastleigh SO50
Start Date: ASAP
Contract Type: Temporary (12 weeks + potential to extend)
Weekly Hours: 37 hours per week
 
Job Purpose
 
We are currently recruiting for a Complaint Officer to join a well-established Complaints Centre of Excellence. This role is key in ensuring customer complaints are handled efficiently, fairly, and with a strong focus on resolution and service improvement.
 
You will act as the first point of contact for customers, managing complaints from initial acknowledgement through to investigation and outcome, ensuring a high standard of communication throughout.
 
Key Responsibilities:

Act as the first point of contact for customer complaints, managing expectations from the outset
Investigate complaints thoroughly and reach fair, evidence-based outcomes
Communicate decisions clearly and professionally, both verbally and in writing
Build effective relationships with internal departments and external stakeholders (including Ombudsman, contractors, and local authorities)
Identify recurring issues and contribute to service improvement initiatives
Provide feedback to teams and support continuous improvement across services 
Candidate Profile

Strong written and verbal communication skills, with excellent attention to detail
Proven experience in complaints handling (or a similar customer-focused role)
Ability to manage a varied workload and meet strict deadlines
Confident decision-maker with the ability to handle sensitive situations fairly and professionally
Customer-focused with a calm, empathetic approach
Proficient in Microsoft Office (Outlook, Word, Excel)
Experience in housing or working with external stakeholders is advantageous 
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
 
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)