Overview

Job Title: Complaints Quality OfficerLocation: London W10Contract: Temporary 6 MonthsHours: Full-Time (Monday to Friday, 9 AM – 5 PM)Start Date: ASAPResponsibilities

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 standardsProvide clear, constructive feedback to colleagues and managers to support improvementsAnalyse quality assurance data, prepare reports, and present findings to managementIdentify process or training issues that lead to complaints and recommend improvementsDevelop and deliver training sessions, workshops, and guidance materials for colleaguesSupport the team at peak times by handling complaints directly when requiredKey Requirements

Previous experience in complaints handling or housing/public sector environmentSignificant experience applying quality control/assurance to written and verbal communicationsStrong written and verbal communication skills, with excellent spelling and grammarProven ability to deliver performance feedback and coaching at all levelsExperience of data capture, analysis, and report writing for senior audiencesHigh level of attention to detailExperience in coaching, performance training, or workshop deliveryDesirable

Strong Excel skills and experience visualising dataHow to Apply

If 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)

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