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- Tasks: Manage and investigate customer complaints while improving service quality.
- Company: Join a supportive team dedicated to enhancing customer experience.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction and service improvement.
- Qualifications: Strong communication skills and experience in handling complaints.
- Other info: Be part of a dynamic team with a commitment to equality and fairness.
If your skills, experience, and qualifications match those in this job overview, do not delay your application.
Location: Derby, DE24
37 hours, £19.32 p/hr. Fixed Term until End of March 2026
Make a Real Impact on Customer Experience!
We are looking for a committed and professional Complaints and Feedback Officer to join our clients Engagement & Feedback Team. This role is perfect for someone who is passionate about customer service, can handle sensitive issues with empathy, and enjoys identifying opportunities to improve services.
If you're an excellent communicator with strong analytical skills and a focus on fairness, this could be the ideal role for you.
Key ResponsibilitiesIn this varied and rewarding position, you will:
- Investigate and manage Stage 1 and Stage 2 complaints in line with policies and procedures.
- Coordinate the handling of compliments, enquiries, and external information requests.
- Create, update, and monitor cases within internal systems, ensuring all timescales are met.
- Support complex complaint cases and collaborate with senior officers when required.
- Assist with self‑assessment activities linked to complaints handling standards.
- Analyse trends, lessons learned, and feedback themes to support service improvements.
- Draft clear, accurate complaint responses, reports, and statistical information.
- Maintain confidentiality and ensure data is recorded accurately and securely.
- Keep customers informed and ensure communication remains professional and empathetic.
- Support the development of training materials and awareness initiatives.
- Demonstrate a commitment to equality, fairness, and high‑quality customer service.
The role also involves supporting Complaint Assistants as part of your supervisory responsibilities.
What You'll BringWe're looking for individuals who have:
- Strong written and verbal communication skills
- Experience handling complaints, feedback or customer enquiries
- Excellent attention to detail with the ability to analyse information objectively
- Confidence managing difficult or sensitive conversations
- A customer‑focused, empathetic approach
- Solid problem‑solving and decision‑making ability
- The ability to work independently and manage a varied workload
- Experience in regulated services, housing, or working with ombudsman processes is beneficial but not essential.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
5286062 - Comensura - Complaints and Feedback Officer in Derby employer: Blue Arrow
Contact Detail:
Blue Arrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 5286062 - Comensura - Complaints and Feedback Officer in Derby
✨Tip Number 1
Get to know the company! Research their values and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in making a real impact on customer experience.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written communication, try role-playing common complaint scenarios with a friend. This will boost your confidence and prepare you for those tricky conversations.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the company culture and the interview process, which could give you an edge over other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace 5286062 - Comensura - Complaints and Feedback Officer in Derby
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your skills and experience align with the role of Complaints and Feedback Officer. We want to see how you can make a real impact on customer experience!
Showcase Your Communication Skills: Since this role requires strong written communication, be sure to demonstrate your ability to draft clear and concise responses. Use examples from your past experiences where you've effectively communicated in challenging situations.
Highlight Your Analytical Skills: We’re looking for someone who can analyse trends and feedback themes. Include any relevant experience where you've used analytical skills to improve services or resolve complaints, as this will really stand out to us.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Blue Arrow
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and required skills, especially around handling complaints and customer feedback. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully managed complaints or provided excellent customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your analytical skills and ability to handle sensitive issues with empathy.
✨Show Your Empathy
Since this role requires a customer-focused approach, be ready to discuss how you handle difficult conversations. Practice conveying empathy in your responses, as it’s crucial for building rapport with customers and addressing their concerns effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about their current challenges in complaints handling or how they measure success in customer feedback. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.