RQ (JS) - COMPLAINTS SUPPORT OFFICER

We are seeking a motivated and detail-focused Complaints Support Officer to join our Corporate Complaints Team. This is a key role supporting the delivery of a fair, transparent, and effective complaints process across the organisation.

You will help ensure complaints, enquiries, and MP correspondence are handled professionally, recorded accurately, and resolved in line with policy, legislation, and agreed timescales.

• Receive, log, and assess complaints, compliments, and enquiries
• Manage a caseload of complaints from start to resolution
• Provide advice and guidance on complaints procedures to staff and customers
• Monitor progress and ensure cases meet deadlines and quality standards
• Produce reports and performance data for senior management
• Handle or refer Freedom of Information and Subject Access Requests
• Support improvements in complaints handling across the organisation

You will be customer-focused, calm under pressure, and confident dealing with sensitive or complex issues. You'll have strong communication skills and be comfortable working with data, systems, and deadlines.

You should bring:

• Experience in an office or customer-focused environment
• Strong communication and organisational skills
• Ability to handle confidential and sensitive information
• Good ICT skills and attention to detail
• Confidence dealing with challenging situations and customers
• Ability to work independently and manage workload effectively