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Quality Assurance and Complaints Specialist

2 months ago

staffordshire, United Kingdom Safer Hand Solutions Ltd Full time
Quality and Complaints Officer
Safer Hand Solutions Ltd
Up to £26,000 DOE
Full-time
Safer Hand Solutions Ltd is committed to delivering exceptional services with a focus on integrity, professionalism, and client satisfaction. We are seeking a detail-oriented and dedicated Quality and Complaints Officer to enhance our team. This position is vital in ensuring that our services adhere to the highest standards and that client concerns are addressed swiftly and effectively.
Key Responsibilities:
As a Quality and Complaints Officer, your primary duties will include monitoring the quality of our operational activities and managing complaints to ensure client satisfaction and compliance with industry standards. You will be instrumental in upholding our reputation for excellence and fostering continuous improvement.
Your responsibilities will include:
  • Supervising quality assurance processes for operational activities, ensuring compliance with company policies and industry regulations.
  • Investigating and resolving client and stakeholder complaints in a timely and professional manner, escalating issues as necessary.
  • Developing and implementing quality control protocols and best practices to improve service delivery.
  • Conducting regular audits and evaluations of operational cases to identify areas for enhancement.
  • Preparing comprehensive reports on quality performance and complaint resolutions.
  • Providing training and support to enforcement agents and the broader business in collaboration with the Senior Operations Manager following audits.
  • Engaging with clients to collect feedback and ensure their concerns are addressed satisfactorily.
  • Coordinating with other internal departments and relevant external organizations to ensure thorough conclusions.
  • Staying informed about regulatory changes and industry developments to ensure compliance and best practices.
Qualifications:
To excel as a Quality and Complaints Officer, you should possess significant experience in complaints handling and a minimum of 2 years in a similar role.
Ideal candidates will also have:
  • Demonstrated experience in a quality assurance or complaints handling capacity.
  • Familiarity with enforcement laws, regulations, and quality standards is advantageous.
  • Excellent communication and interpersonal skills; the ability to build rapport and demonstrate emotional intelligence is essential.
  • Strong organizational skills and the ability to adhere to processes while managing a high-pressure workload.
  • A resilient attitude and the capacity to positively respond to constructive feedback.
  • Meticulous attention to detail and a commitment to maintaining high standards.
  • The ability to manage sensitive and confidential information with discretion.
  • Proficiency in Microsoft Office Suite.
Additional Benefits:
  • 25 days of annual leave plus bank holidays
  • Christmas shutdown
  • Company pension scheme
  • Various social events
  • Company sick pay scheme
  • Active mental health initiatives, including employee counseling.
This is an excellent opportunity for an experienced Complaints Officer to join a well-established and rapidly growing organization, offering significant career potential.
Please note that Safer Hand Solutions Ltd is acting as an employment agency on behalf of a client.