Quality & Complaints Officer

QUALITY AND COMPLAINTS OFFICER Salary: up to £30k doe Location: Wythenshawe – ONSITE role Contract: Permanent Hours: Mon-Fri (35hrs)

Keywords: customer service, complaints resolution, quality assurance, regulatory compliance, data protection, collaborative environment, supportive team, flexible working opportunities

An exciting opportunity has arisen for a Quality and Complaints Officer to join a highly respected organisation based in Wythenshawe, offering a salary of up to £30,000 depending on experience. This role is perfect for someone who thrives on delivering exceptional customer experiences, ensuring quality standards are met, and handling complaints with empathy and professionalism.

• Enjoy a competitive salary of up to £30,000 per annum, reflecting your experience and commitment to quality.
• Be part of a collaborative team that values empathy, support, and continuous improvement in customer service.

What you'll do:

As a Quality and Complaints Officer based in Wythenshawe, you will play a pivotal role in safeguarding the reputation of the organisation by ensuring every customer interaction meets the highest standards of care. Your day-to-day activities will involve managing a diverse caseload of complaints—ranging from straightforward queries to more sensitive bereavement-related matters—requiring you to demonstrate both technical proficiency and emotional intelligence.

• Respond promptly and professionally to customer complaints, ensuring each case is handled with care, sensitivity, and adherence to regulatory requirements such as GDPR and the Data Protection Act.
• Investigate complex issues by gathering relevant information from multiple sources, including internal systems, external partners, and direct communication with customers or their representatives.
• Maintain accurate records of all complaints and resolutions using established processes to ensure transparency and accountability throughout the complaint lifecycle.
• Collaborate closely with colleagues across departments to resolve escalated cases efficiently while sharing best practices for improving overall service quality.
• Monitor trends in complaints data to identify recurring issues or areas for improvement, proactively suggesting changes that enhance customer satisfaction.
• Prepare detailed reports on complaint outcomes and quality metrics for management review, supporting continuous improvement initiatives within the team.
• Support bereavement cases by liaising compassionately with next of kin, solicitors, and other stakeholders to close accounts or resolve outstanding matters appropriately.
• Ensure all communications—written or verbal—are clear, polite, empathetic, and tailored to meet individual customer needs while upholding organisational standards.
• Assist with the creation of tools or resources (such as spreadsheets) that streamline complaint handling processes or improve reporting accuracy.
• Participate in regular training sessions to stay updated on industry regulations, company policies, and best practices for quality assurance.

What you bring:

To excel as a Quality and Complaints Officer, you will bring extensive experience gained from customer-facing roles where your ability to empathise with others has been consistently recognised. Your background should include exposure to regulated environments where compliance with data protection laws is paramount.

• Demonstrated experience in customer service roles within a contact centre or similar environments where empathy and patience are essential for success.
• Proven track record of handling complaints effectively—including bereavement cases—with sensitivity towards customers’ circumstances.
• Strong understanding of data protection regulations such as GDPR and the Data Protection Act; able to handle confidential information responsibly at all times.
• Excellent written and verbal communication skills enabling you to interact confidently with customers from diverse backgrounds as well as internal stakeholders.
• Advanced proficiency in Microsoft Office applications (including Excel for creating reports or calculators), Outlook for correspondence management, and Teams for collaboration.
• Ability to investigate complex issues using multiple systems (e.g., banking platforms like HSBC or payment processors) while maintaining meticulous attention to detail.
• Experience preparing formal documentation such as VAT receipts or refund cheques accurately according to company procedures.

What sets this company apart:

This organisation stands out due to its unwavering commitment to putting people first—both customers and employees alike. With a culture rooted in respect, empathy, and collaboration, you will find yourself supported by knowledgeable colleagues who genuinely care about your wellbeing. Flexible working opportunities allow you greater control over your work-life balance while generous investment in training ensures your professional growth never stalls. The leadership team fosters an inclusive atmosphere where everyone’s voice is heard; ideas for improvement are welcomed regardless of seniority. As part of this team, you’ll have access to modern technology that streamlines daily tasks so you can focus on what matters most: delivering outstanding service that makes a real difference. Whether it’s through community volunteering initiatives or simply celebrating achievements together at work, this is an environment where kindness thrives—and where your contributions will always be valued.

What's next:

If you are ready to take the next step in your career journey with an organisation that truly values your expertise in quality assurance and complaints handling, we encourage you to apply now!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates