Jobs in London - Complaints Quality Officer • West London

Company: Service Care Solutions

West London

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 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 dataIf you’re interested and meet the above criteria, send your CV to Lewis Hodson at Service Care Solutions: Call 01772 208 966 or email Lewis.Hodson@servicecare.org.uk