Customer Care & Complaints Officer

We are seeking a dedicated and detail-oriented Customer Care & Complaints Officer to manage Stage 2 complaints, ensuring a thorough, fair, and timely resolution process from start to finish. This is a key role focused on delivering high-quality outcomes while maintaining excellent customer care standards, even in complex or sensitive situations. Duties include; * Take ownership of Stage 2 complaints, managing each case from initial review through to final response. * Acknowledge complaints promptly and in line with service standards. * Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails. * Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions. * Provide clear, well-reasoned written responses that address all aspects of the complaint. * Liaise with internal departments and stakeholders to support effective resolution. * Ensure all complaints are handled in accordance with organisational policies, procedures, and regulatory requirements. * Identify trends, recurring issues, and opportunities for service improvement. * Deliver consistently high levels of customer care, demonstrating empathy, professionalism, and impartiality. Desirable experience- * Proven experience in complaint handling, ideally at Stage 2 or escalated level. * Strong investigative and analytical skills, with attention to detail. * Excellent written and verbal communication skills, with the ability to explain complex issues clearly. * Ability to manage a varied caseload and work to deadlines. * Confident in maintaining accurate records and using case management systems. * A calm, professional approach with the ability to handle sensitive or challenging situations. * Commitment to delivering excellent customer service and fair outcomes. This is working on a contract basis within an excellent working environment offiering hybrid working and competitive rates of pay