Quality & Complaints Officer

Quality & Complaints Officer
Full-time - 12 months fixed term
Staffordshire
£28,000 per annum with annual company performance bonus

Quality matters. Complaints matter. Getting things right matters.

Are you experienced in complaints handling, quality assurance or customer service investigations? Do you have an eye for detail, a calm approach under pressure and the confidence to challenge processes when something doesn't quite add up?

Our client is looking for a Quality & Complaints Officer to join their Operations team on a 12-month fixed-term contract.

This is a varied and important role for someone who enjoys getting to the bottom of things, helping teams improve and making sure customers receive the right outcome.
Key Responsibilities

• Managing the customer complaints programme, ensuring complaints are properly logged, investigated and responded to in line with internal standards and relevant regulations.
• Personally handling informal and formal complaint responses with professionalism, empathy and attention to detail.
• Analysing complaint trends and identifying opportunities for corrective action and continuous improvement.
• Reviewing call recordings and Body Worn Video footage to establish facts and support complaint investigations.
• Liaising with internal stakeholders, legal representatives and regulators where required.
• Managing Subject Access Requests (SARs) and working with internal systems and colleagues to obtain relevant information.
• Conducting weekly quality reviews and internal audits against agreed guidelines.
• Working closely with Team Managers to communicate findings, scores and areas for improvement.
• Supporting the implementation of training and development requirements identified through quality audits.
• Regularly reviewing QA guidelines and operational processes to ensure they remain effective and fit for purpose.

Desired Skills and Experience

We're looking for someone with at least two years' experience in a similar quality, complaints, compliance or customer-focused role.

You'll ideally have experience handling complaints and investigations, with knowledge of Data Protection a bonus. Strong IT skills are essential, particularly across Microsoft Word, Excel and PowerPoint.

More importantly, you'll bring:

• Excellent written and verbal communication skills.
• Exceptional attention to detail.
• The ability to remain calm, professional and objective when dealing with difficult situations.
• Strong organisational skills and the ability to manage multiple priorities.
• Confidence communicating with colleagues at all levels and providing constructive feedback.
• Discretion and integrity when handling confidential information.
• A positive, proactive and self-motivated approach.
• The resilience to work under pressure and adapt to changing priorities.

You'll be someone who can balance tact with assertiveness, empathy with objectivity, and process with common sense.
Benefits

• Salary up to £28,000 per annum, depending on experience.
• 25 days annual leave plus bank holidays.
• Company-wide Christmas shutdown between Christmas and New Year.
• Company pension scheme.
• Company sick pay scheme.
• Social events throughout the year.
• Workplace mental health support, including employee counselling.
• The opportunity to join a collaborative Operations team and make a genuine contribution during a period of continuous improvement.

If you're ready to take the next step in your career, we'd love to hear from you. Please apply now or get in touch with Jo Thompson - for more information.
Feel free to contact me directly with any questions about the role or the recruitment process.

Xpert Recruitment Ltd is acting as an employment agency on behalf of our client. By applying, you agree to register with us and consent to us holding your personal details on file. Due to the high volume of applications, we will only contact candidates who have been shortlisted for the role. However, we may also reach out regarding other suitable vacancies that match your profile.