Complaints Officer

Job Title: Complaints OfficerType of Business: Public SectorLocation: BathAnnual Salary: £30,000 - £35,000Start Date: ASAPLength of Contract: 3 MonthsHours: 9:00 - 17:20 Monday-Thursday and 9:00 - 17:10GI 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

Role Requirements:

• Experience handling formal complaints and an understanding of best practices
• Experience in conflict resolution
• Understanding of relevant regulations, including Data Protection and confidentiality standards in relation to complaint handling
• Excellent interpersonal skills and an ability to influence colleagues at all levels
• Experience of conducting thorough investigations, including gathering relevant information and making objective decisions

Hiring Contact: Laura VieiraAgency: GI GroupIf you would like any further information about any vacancies before applying, please feel free to contact

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.

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