Quality & Complaints Officer

Job Summary
The Quality & Complaints Officer will ensure that all Quality standards are upheld. This includes confirming that all internal processes are being followed correctly, our teams are adhering to our best practice guidelines & the business learns from complaints and makes continuous improvements to reduce them.

As a key contributor to maintaining our high ethical and legal standards, the Quality & Complaints Officer will audit and review calls and visit footage against an agreed set of internal guidelines and provide constructive feedback to our teams.

Furthermore they will ensure that complaints are logged, investigated and resolved in line with internal standards as well as external regulations.

Complaint Responsibilities:

○ Managing the customer complaint programme and ensuring it complies with appropriate regulations and that complaints are properly documented, investigated and responded to.

○ Personally handling both informal, and formal complaint responses.

○ Analysing complaint trends and ensuring that appropriate corrective actions are taken.

○ Monitoring and reviewing call recordings or Body Worn Video footage in order to gather facts around complaints.

○ Liaise with internal stakeholders, legal entities or regulators to ensure the right outcome.

○ Handling any Subject Access Requests (SARs) and liaising with relevant team members for information or using our Debt Recovery system to obtain data.

Quality Assurance Responsibilities:

○ Conducting weekly internal reviews and audits, including auditing Body Worn Video camera footage and call recordings and regularly liaising with Team Managers to advise of findings and scores.

○ Working with operational Team Managers to advise on and implement training requirements following audits.

○ Regularly review the QA guidelines against operational processes to ensure they remain fit for purpose.

Experience

○ Minimum of 2 years’ experience working within a similar role.

○ Experience in complaint handling.

○ Data Protection experience desired but not essential.

○ You will be IT literate with strong MS Word, Excel and PowerPoint skills.

Pay: £28,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking
• Referral programme
• Sick pay

Work Location: Hybrid remote in Stone ST15 8JT