• Respond to customer complaints and concerns via telephone and in writing, including enquiry closures and post-closure communication
• Organise and facilitate provisional enquiry meetings with complainants
• Analyse and summarise complex case information accurately and effectively
• Manage a caseload of liaison work, working collaboratively with colleagues across the organisation
• Arrange, facilitate, and transcribe telephone complaints where required
• Provide clear explanations of processes and decisions to stakeholders during and after case closure
• Apply safeguarding policies to protect vulnerable individuals

• Proven experience handling complaints and providing advice via phone, email, and written correspondence
• Strong understanding of working within policies, procedures, and service standards, including the Data Protection Act.
• Proficiency with IT systems, including MS Word, Excel, Outlook, and case management databases
• Excellent communication skills, with the ability to convey complex or sensitive information clearly and appropriately
• Strong interpersonal skills, with the ability to build rapport and demonstrate empathy while maintaining professional boundaries
• Exceptional written communication and drafting skills, with the ability to produce clear, concise correspondence in plain English
• Highly organised, with excellent attention to detail and the ability to manage competing priorities
• Ability to work independently and collaboratively as part of a team

What you need to do now
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