Honeycomb is delighted to be working with a leading public body to recruit a Consumer Protection Officer on a temporary basis until the end of December 2026.
This is an excellent opportunity for an experienced complaints professional to join a busy consumer protection team, supporting members of the public across a broad range of sectors.
Our client is a public body with a strong focus on protecting and empowering consumers, ensuring their voices are heard and using insight from consumer experiences to influence better services.
Working as part of the Consumer Protection Team, you will play an important role in supporting consumers, resolving complaints and helping identify trends and issues that can contribute to wider consumer advocacy and protection
As Consumer Protection Officer, you will be responsible for providing a professional and efficient complaints and consumer protection service, dealing directly with consumers and working closely with internal teams and external stakeholders.
Investigating, resolving and reporting on consumer complaints within agreed timescales
Acting as a first point of contact for consumer complaints and protection enquiries
Ensuring complaints are acknowledged promptly and consumers are kept informed throughout the process
Supporting consumers through the complaints process and maximising customer satisfaction
Liaising with external stakeholders and suppliers to progress and resolve complaints
Accurately recording and managing complaints through the organisation's CRM system
Identifying complaint trends and sharing lessons learned to support service improvement
Liaising with internal teams, particularly policy colleagues, on complaint levels and emerging issues
Escalating unresolved complaints and issues where appropriate
Ensuring relevant policies, procedures and processes are followed and properly documented
Supporting the wider consumer empowerment and advocacy work of the organisation
Experience working in a busy complaints-handling environment
Experience of complaint investigation and resolution
Experience using customer databases or CRM systems to accurately record and manage information
Experience supporting vulnerable customers by telephone and email
Experience working on behalf of consumers within a policy or public body environment
Temporary contract until the end of December 2026
Experience across consumer protection, complaints and advocacy
Opportunity to work alongside policy and wider consumer-focused teams
If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. This position is subject to a Basic criminal record check through AccessNI. A criminal record will not necessarily be a bar to obtaining the position
Customer Experience Officer / Complaints Officer in Belfast employer: Honeycomb Jobs Ltd
Honeycomb is an exceptional employer, offering a supportive and flexible working environment that prioritises work-life balance for its employees. With opportunities for professional growth and a strong emphasis on valuing staff, this well-established law firm in Antrim provides a unique chance for experienced Legal Secretaries to thrive in their careers while enjoying the benefits of a friendly workplace culture and convenient location.
