Job Title: Customer Relationship Officer - Complaints SpecialismPay Rates: 21.53/hr (PAYE) 29.01/hr (Umbrella)Start: ASAPLength: 3 Months Location: Hackney E8On Site - 5 Days a week in office We are seeking an adaptable Customer Relationship Officer to manage Stage 1 complaints and customer enquiries within a high-volume council setting. You will act as the crucial first point of contact, balancing multiple inbound communication channels while maintaining exceptional customer care standards. Key Responsibilities Call Handling: Answer dedicated complaints line calls with a cool, clear, and highly professional phone manner. Mediate and de-escalate sensitive customer issues before they turn into formal complaints.Inbox and Webform Management: Manage the busy complaints inbox alongside incoming webforms, ensuring enquiries are accurately logged and triaged.System Management: Log, route, and track cases through the OneCase complaints management system (corporate complaints database).Cross-Department Triage: Liaise with managers across council directorates to gather evidence, combine complex multi-service responses into single answers, and ensure performance targets are met.Quality Assurance: Review and quality-check draft Stage 1 responses to ensure answers are clear, accurate, and aligned with council standards.Multitasking: Balance competing priorities under pressure while maintaining accurate records and meeting statutory deadlines. Requirements and Experience Experience: ..... full job details .....