Complaints Officer

Complaints Officer - Temp to Perm
Location: Croydon
Pay: £18.91 per hour (Umbrella)
Contract: Temp to Perm
Working Pattern: Monday to Friday, office-based

We're looking for an experienced Complaints Officer to join a busy team in Croydon on a temp-to-perm basis. This role will work across four different workstreams, so we're looking for someone who is organised, adaptable and confident managing a demanding workload.

The successful candidate will be required to work from both our office and the client's office.

• Manage and respond to customer complaints professionally and efficiently.
• Investigate complaints and ensure they are handled within agreed timescales.
• Communicate with customers by phone, email and in writing.
• Work across four different workstreams and manage competing priorities.
• Liaise with internal teams and other stakeholders to resolve complaints.
• Keep accurate records and update relevant systems.
• Identify recurring issues and support improvements to customer service.
• Ensure complaints are handled in line with relevant policies and procedures.

• Previous experience in a demanding complaints-handling or customer service environment is essential.
• Confident dealing with challenging or complex customer situations.
• Excellent communication and interpersonal skills.
• Strong organisation and attention to detail.
• Able to manage a busy workload and meet deadlines.
• Comfortable working across different teams and workstreams.
• Professional, calm and solution-focused approach.