At a Glance
- Tasks: Manage customer complaints, ensuring proper logging and investigation for quality assurance.
- Company: Join a dynamic team focused on continuous improvement and customer satisfaction.
- Benefits: Competitive salary, 25 days leave, pension scheme, and mental health support.
- Other info: Collaborative environment with opportunities for professional growth and social events.
- Why this job: Make a real impact by improving processes and enhancing customer experiences.
- Qualifications: 2+ years in quality or complaints handling, strong IT skills, and excellent communication.
The predicted salary is between 25200 - 30800 £ per year.
Quality & Complaints Officer
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
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 Power Point.
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. xiskglj However, we may also reach out regarding other suitable vacancies that match your profile.
Quality & Complaints Officer employer: XPERT RECRUITMENT SOLUTIONS LIMITED
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Contact Details:
XPERT RECRUITMENT SOLUTIONS LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality & Complaints Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at XPERT RECRUITMENT SOLUTIONS LIMITED. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like XPERT RECRUITMENT SOLUTIONS LIMITED before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality & Complaints Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to XPERT RECRUITMENT SOLUTIONS LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at XPERT RECRUITMENT SOLUTIONS LIMITED specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at XPERT RECRUITMENT SOLUTIONS LIMITED!
How to prepare for a job interview at XPERT RECRUITMENT SOLUTIONS LIMITED
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
