Complaints Officer

Complaints Officer

Location: St Asaph, North Wales - hybrid working
Salary: Competitive + Excellent Benefits
Contract: 6 months contract

An exciting opportunity has arisen to join a leading North Wales organisation as a Complaints Officer. This role is ideal for someone with experience managing formal complaints who enjoys investigating issues, building positive relationships and helping to improve services.

Working as part of a supportive and collaborative team, you will take ownership of complaints from initial receipt through to resolution, ensuring they are handled professionally, fairly and within agreed timescales.

As Complaints Officer, you will:

• Manage and investigate customer complaints from start to finish.
• Liaise with internal departments to gather information and agree appropriate resolutions.
• Produce clear, professional written responses to customers.
• Ensure complaints are managed in line with internal procedures and regulatory requirements.
• Monitor complaint trends and produce reports to identify opportunities for service improvement.
• Maintain accurate records and case files.
• Build strong relationships with colleagues across the organisation to support positive customer outcomes.
• Help promote a culture of continuous improvement and excellent customer service.

We're looking for someone who has:

• Previous experience handling formal complaints or customer resolutions.
• Excellent written and verbal communication skills.
• Strong investigation and problem-solving abilities.
• The confidence to manage challenging conversations with empathy and professionalism.
• Excellent organisational skills with the ability to manage multiple cases simultaneously.
• Strong IT skills, including Microsoft Office.
• A proactive and positive approach with excellent attention to detail.

Experience within housing, local government, financial services, insurance, utilities or another regulated environment would be highly advantageous, although applications from other sectors are welcomed.