Complaints Manager

Senior Complaints Officer

Remote (but live in Wales) / Until 31st March 2025 / £17.94 per hour

We are looking for someone to lead complex and sensitive complaint handling, aligning with the high standards of the Public Services Ombudsman for Wales. You’ll be an advocate for customers, conducting thorough investigations, delivering thoughtful responses, and collaborating across the organisation to secure fair and transparent resolutions. Your role will also influence and refine complaint-handling practices, ensuring continuous improvement in customer care.

Key Responsibilities:

• Manage complex complaints, including Stage 1, 2, and Ombudsman cases, ensuring compliance with the organisations policies and legislation.
• Deliver top-tier customer service and contribute to ongoing improvements in the Customer Hub.
• Oversee standards across the team’s workload and provide guidance on contentious cases.
• Support strategic development and implementation of complaints processes.
• Actively engage in professional networking and governance discussions to uphold best practices in customer service.

Qualifications and Experience:

• Strong knowledge of Public Services Ombudsman for Wales regulations, ideally with a relevant qualification in complaint handling.
• Fluent in Welsh preferable.
• Proven track record in delivering excellent customer service within the public sector.
• Effective organisational, communication, and influencing skills, with the ability to lead and support colleagues in achieving high standards.
• Ability to innovate and enhance public information through collaboration with business area leads.