Complaints Quality Officer

Job Title: Complaints Quality Officer
Location: London W10
Contract: Temporary 6 Months
Hours: Full-Time (Monday to Friday, 9 AM – 5 PM)
Start Date: ASAP


About the Role:


We’re seeking a Complaints Quality Officer to provide short-term cover within a busy Customer Relations team. The role will focus on ensuring that complaints are investigated and responded to consistently, fairly, and in line with agreed standards.


You’ll be responsible for monitoring both written and verbal complaints handling, applying a quality assurance framework, and delivering constructive feedback that drives improvements in individual and team performance.


Responsibilities:
Carry out quality control checks across written responses and customer contact (including call quality monitoring)
Use scorecards and defined frameworks to measure performance against agreed standards
Provide clear, constructive feedback to colleagues and managers to support improvements
Analyse quality assurance data, prepare reports, and present findings to management
Identify process or training issues that lead to complaints and recommend improvements
Develop and deliver training sessions, workshops, and guidance materials for colleagues
Support the team at peak times by handling complaints directly when requiredKey Requirements:
Previous experience in complaints handling or housing/public sector environment
Significant experience applying quality control/assurance to written and verbal communications
Strong written and verbal communication skills, with excellent spelling and grammar
Proven ability to deliver performance feedback and coaching at all levels
Experience of data capture, analysis, and report writing for senior audiences
High level of attention to detail
Experience in coaching, performance training, or workshop deliveryDesirable:
Strong Excel skills and experience visualising dataIf you’re interested and meet the above criteria, send your CV to Lewis Hodson at Service Care Solutions: Call (phone number removed) or email (url removed)