Comensura - Complaints And Feedback Officer

Overview

Complaints and Feedback Officer

Location:

Derby, DE24

Hours:

37 hours per week, Fixed Term until End of March 2026

Make a Real Impact on Customer Experience! We are looking for a committed and professional Complaints and Feedback Officer to join our client’s Engagement & Feedback Team. This role is suitable for someone who is passionate about customer service, can handle sensitive issues with empathy, and enjoys identifying opportunities to improve services. If you're an excellent communicator with strong analytical skills and a focus on fairness, this could be the ideal role for you.

• Investigate and manage Stage 1 and Stage 2 complaints in line with policies and procedures.
• Coordinate the handling of compliments, enquiries, and external information requests.
• Create, update, and monitor cases within internal systems, ensuring all timescales are met.
• Support complex complaint cases and collaborate with senior officers when required.
• Assist with self‑assessment activities linked to complaints handling standards.
• Analyse trends, lessons learned, and feedback themes to support service improvements.
• Draft clear, accurate complaint responses, reports, and statistical information.
• Maintain confidentiality and ensure data is recorded accurately and securely.
• Keep customers informed and ensure communication remains professional and empathetic.
• Support the development of training materials and awareness initiatives.
• Demonstrate a commitment to equality, fairness, and high‑quality customer service. The role also involves supporting Complaint Assistants as part of supervisory responsibilities.

• Strong written and verbal communication skills
• Experience handling complaints, feedback or customer enquiries
• Excellent attention to detail with the ability to analyse information objectively
• Confidence managing difficult or sensitive conversations
• A customer‑focused, empathetic approach
• Solid problem‑solving and decision‑making ability
• The ability to work independently and manage a varied workload
• Experience in regulated services, housing, or working with ombudsman processes is beneficial but not essential

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.