Complaints Officer

Location: Braintree, Essex
Pay: £17.62 per hour PAYE 
Job Type: Full Time, Temporary (6-month contract)
Hours: 37 hours per week, Monday to Friday (Office-based, 5 days per week)

About the Role

We are recruiting on behalf of our client for a Complaints Officer to join their Operations team on a six-month temporary contract.

This is an excellent opportunity for an experienced Complaints Officer, Complaints Coordinator, Customer Relations Officer or Customer Service professional to play a key role in supporting the Council's waste and recycling service.

You'll investigate customer complaints, work closely with operational teams and help improve service delivery by ensuring complaints are resolved fairly, professionally and within agreed timescales.

What You'll Do

• Investigate and respond to Stage 1 customer complaints
• Liaise with operational teams to gather information and resolve issues
• Ensure complaints are handled within service standards and deadlines
• Maintain accurate complaint records and supporting documentation
• Provide support to vulnerable customers where required
• Analyse complaint trends and identify opportunities for service improvements
• Deliver guidance and support to managers on complaint handling best practice
• Provide general administrative support to the Operations team
• Use internal systems to monitor complaints and customer feedback

What We're Looking For

• Previous experience in complaint handling, customer relations or customer service
• Experience investigating and resolving customer complaints
• Excellent written and verbal communication skills
• Strong organisational skills with the ability to manage multiple cases
• Good analytical and problem-solving skills
• Confident using Microsoft Word, Excel and Outlook
• Experience working in local government, housing, utilities, waste services or a customer-focused environment would be advantageous

Who Might Suit This Role

This role could suit candidates currently working as:

• Complaints Officer
• Complaints Coordinator
• Complaints Handler
• Customer Relations Officer
• Customer Service Advisor
• Customer Experience Advisor
• Customer Resolution Officer
• Resident Liaison Officer
• Service Improvement Officer
• Customer Care Advisor
• Housing Officer
• Housing Administrator
• Local Government Administrator
• Operations Administrator
• Case Officer

Candidates from local authority, housing association, utilities, environmental services, public sector or customer service backgrounds with complaints handling experience are encouraged to apply.

Why Join

• £17.62 per hour 
• Full-time, 37 hours per week
• Six-month temporary contract
• Opportunity to work with a respected local authority
• Varied and rewarding role supporting an essential public service
• Gain valuable public sector experience
• Work as part of a supportive and collaborative team

If you have experience handling customer complaints and enjoy resolving issues while delivering excellent customer service, we'd love to hear from you. Apply today and one of our consultants will be in touch.