Do you have a strong background in Customer Service / Complaints?
If so, we are looking for a Complaints Officer to join a well know business in Bath asap.
This is a temporary role until 28th February 2025 but could go permanent for the right person.
You will play a crucial role in managing and resolving complaints. This position is essential for maintaining the high standards of professionalism, sensitivity, and timeliness in handling concerns, ensuring a positive experience for all parties involved. You will be instrumental in upholding the department's commitment to quality service and enhancing its reputation.
Day-to-day of the role:
- Review, investigate, and respond to all complaints, ensuring each case is handled fairly and thoroughly.
- Oversee and co-ordinate responses to guest and customer complaints across the department.
- Draft responses that are concise, comprehensive, and empathetic, meeting the department's quality standards.
- Maintain accurate and detailed records of complaints, investigations, and resolutions.
- Engage with customers and guests through various communication channels to de-escalate situations.
- Analyse complaint trends, assess root causes, and implement feedback mechanisms to reduce recurring issues.
- Plan and deliver complaint handling training to the department to ensure a consistent understanding of procedures and expectations.
- Provide regular reports on complaint volumes, patterns, and resolution outcomes to senior management.
- Recommend and implement improvements to complaints handling procedures.
Required Skills & Qualifications:
- Demonstrable experience in formal complaints handling processes and best practices.
- Strong skills in conflict resolution and multitasking, delivering complex projects and tasks within tight deadlines.
- Awareness of relevant regulations, data protection, and confidentiality standards in complaints handling.
- Excellent interpersonal skills, with the ability to communicate clearly and professionally in both written and verbal forms.
- Highly effective organisational skills, with the ability to set priorities and manage workload proactively.
To apply for this brand new role, please click ‘apply' and send your cv to