Complaints Officer

• Locations

  City of London, London

• Salary

  £128 - £144 per day

• Sector

  Admin & Customer Service, Customer Service

• Type

  Temporary

Morgan Hunt is partnering with a prominent regulatory body to appoint a dedicated Complaints Officer to play a pivotal role within the Dispute Support and Resolutions teams. This dynamic position involves managing the full lifecycle of cases, from responding to inquiries and distributing cases to handling documentation and ensuring thorough file preparation. The ideal candidate will thrive in a fast-paced environment and be committed to delivering high-quality service while adhering to strict corporate compliance standards and service level agreements. This is a fully remote vacancy, Monday – Friday 35 hours a week for 6 months.

Key Responsibilities:

As a Complaints Officer, you will be at the heart of managing critical aspects of the complaints process, including:

• Case Management: Efficiently manage and prioritise queries from landlords or complainants/representatives, ensuring adherence to service level agreements (SLAs).
• Stakeholder Communication: Act as a key point of contact for internal and external stakeholders, communicating clearly and professionally via email, letter, and telephone.
• Case Distribution: Distribute cases and correspondence to relevant caseworkers, ensuring accurate and timely updates to landlords or complainants/representatives.
• Document Control: Oversee the organization and management of both electronic and hard-copy case files, ensuring accuracy and compliance with internal protocols.
• System Updates: Regularly update the case management system, ensuring all information is comprehensive, accurate, and up-to-date.

Experience and Qualifications:

To succeed in this role, you’ll need to demonstrate the following:

• Essential Qualifications: NVQ Level 3 or equivalent, with a commitment to continuous professional development (CPD).
• Relevant Experience:
  • Proven experience of working to KPIs and managing competing demands in high-pressure environments.
  • Strong verbal and written communication skills, with the ability to interact effectively with both internal and external stakeholders.
  • Experience using case management systems and IT tools, particularly the Microsoft Office Suite.
  • A background in customer service, ideally with exposure to virtual, office, or hybrid working environments.

Why Join Us?

This is an exciting opportunity to work with a leading regulatory body, where your role will make a direct impact on ensuring that cases are handled efficiently, professionally, and in full compliance with legal and corporate standards. If you are a proactive, detail-oriented individual looking for a rewarding challenge, we’d love to hear from you!

If you meet the above criteria and are ready to contribute your expertise as a Complaints Officer, apply now to be part of this forward-thinking team.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.