Customer Experience Officer

2 weeks ago


Bath Somerset, United Kingdom Gi Group Full time €30,000 - €35,000

Job Title: Complaints Officer
Type of Business: Public Sector
Start Date: ASAP
Length of Contract: 3 Months
Hours: 9:00 - 17:20 Monday-Thursday and 9:00 - 17:10
GI Group are now seeking to appoint a Complaints Officer to our Public Sector client based in Bath. The Complaints Officer will oversee management of complaints, ensuring that all concerns are handled with timeliness, sensitivity and professionalism. They will deliver responses that are respectful, comprehensive and concise as well as analyse complaint trends to understand root causes.
Main Duties of the Complaints Officer:
Investigate and thoroughly review all complaints with consideration and in line with the complaints procedure
Draft responses to complaints that are comprehensive, concise and empathetic, ensuring that they meet quality standards
Accurate record details of complaints, investigations and resolutions
Engage with complainants via the phone, in person and via email and use professional methods to deescalate situations
Identify complaint trends and use analysis skills to provide insights for improvement initiatives
Regularly report on complaint volumes, patterns and resolution to Senior Management
Experience handling formal complaints and an understanding of best practices
Understanding of relevant regulations, including Data Protection and confidentiality standards in relation to complaint handling
Agency: GI Group
Should you require any support or assistance, please contact your local Gi Group office.
Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Silver status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters.
Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.
If you choose to apply, your information will be processed in accordance with the Gi Group Privacy Statement. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group website.



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