Complaints Officer in London

An outstanding opportunity to join a leading Management Information System (MIS) provider for schools and MATs. The Complaints Officer is responsible for owning and managing customer complaints and escalations end-to-end, ensuring they are investigated and resolved consistently, professionally, and within defined service levels. This role acts as the primary control point for escalation before issues reach senior leadership, coordinating across Support, Sales, Product, Success, Training, and other teams to investigate root causes and drive effective resolution. The role sits within the Customer Care Team and plays a critical part in protecting customer relationships, improving internal discipline, and reducing organisational noise caused by unmanaged escalation.

Key Responsibilities

• Escalation & Complaint Ownership
  • Take ownership of formal customer complaints and escalations from initial receipt through investigation to resolution.
  • Act as the first line of escalation, preventing unnecessary involvement of senior leadership.
  • Ensure all escalations are logged, categorised, and tracked accurately within Dynamics 365.
  • Conduct or lead investigations into complaints, including reviewing evidence, engaging customers where required, and establishing clear root cause.
• Cross-Functional Coordination
  • Coordinate investigation and resolution across internal teams.
  • Challenge and validate responses where required to ensure quality, completeness, and that root causes have been fully addressed.
  • Drive accountability by ensuring actions are clearly owned and delivered within agreed timelines.
• Quality & Consistency
  • Ensure complaint handling aligns with internal processes, ISO9001 standards, and relevant regulatory and data protection requirements.
  • Maintain clear, timely, and professional communication with customers throughout the lifecycle of the issue, including managing expectations in sensitive or high-pressure situations.
  • Identify where complaints are handled outside of process and bring them back into formal workflows.
  • Ensure formal complaint responses are structured, accurate, and suitable for senior or legal review where required.
• Insight & Continuous Improvement
  • Capture themes, trends, and validated root causes from escalations.
  • Provide regular reporting on complaint volumes, drivers, and resolution performance.
  • Identify systemic issues and work with relevant teams to drive improvements.
  • Support the Customer Care Manager in embedding stronger governance and escalation discipline.
• Operational Support
  • Support Customer Care administrative workflows where required, ensuring continuity during peak periods or absence.
  • Assist in maintaining SLAs across contact channels.
  • Contribute to documentation, process definition, and internal guidance on escalation handling.
• Other Responsibilities
  • Work with the Customer Care Manager to ensure processes are followed in line with ISO9001 accreditation.
  • Contribute to wider Customer Experience improvement initiatives, including automation and AI-enabled workflows.
  • Support internal education on complaint identification, logging, and escalation management.
  • Undertake other duties in line with business needs.

Required Skills and Experience

• Proven experience handling complex customer complaints or escalations in a service environment.
• Strong stakeholder management skills with the ability to work across multiple teams.
• Excellent written and verbal communication skills, with the ability to handle sensitive or high-emotion situations and de-escalate effectively.
• Ability to challenge constructively and drive outcomes without formal authority.
• Strong organisational skills with the ability to manage multiple complex issues simultaneously.
• Experience using CRM systems (preferably Microsoft Dynamics 365).
• Strong analytical and investigative skills, with the ability to assess evidence and determine root cause.
• High attention to detail with a focus on accuracy and auditability.

Preferred Skills and Experience

• Experience in an education software / edtech environment.
• Familiarity with Bromcom products and services.
• Understanding of ISO9001, ISO27001, ITIL, or structured service management frameworks.
• Experience producing reporting and insight from customer data (e.g. complaints, escalations, CSAT, NPS).