_{03rd August, 2026}

Job Title:            Complaints Officer
Type:                    Temporary 3 months
Location:           Eastleigh
Salary:                £17  - £22.13 per hour
Hours:                 37 hours a week
 
BRC are working closely with a leading organisation to recruit a Complaint Officer to join their Customer Experience team. This is an excellent opportunity for someone with strong customer service and complaint handling experience who enjoys investigating issues, resolving problems, and improving the customer journey.
 
As a Complaint Officer, you will manage customer complaints from initial contact through to resolution, ensuring each case is investigated fairly, thoroughly, and within agreed timescales. You will work collaboratively with internal teams and external stakeholders to deliver excellent customer outcomes while identifying opportunities for service improvement.
 
Duties

• Act as the first point of contact for customers throughout the complaints process.
• Investigate complaints thoroughly, gathering evidence and assessing each case on its individual merits.
• Communicate complaint outcomes clearly, both verbally and in writing.
• Build positive working relationships with internal departments and external stakeholders, including the Housing Ombudsman, contractors and local councillors.
• Provide feedback to colleagues and managers where learning opportunities are identified.
• Identify trends in complaints and recommend improvements to systems, policies, processes and training.
• Ensure all complaints are managed professionally and within agreed service standards.

 
Requirements

• Previous experience in a complaints handling or customer service role.
• Excellent written and verbal communication skills with strong attention to detail.
• Ability to investigate complex issues, analyse information and make fair, balanced decisions.
• A customer-focused approach with excellent empathy and interpersonal skills.
• Strong organisational skills with the ability to manage a busy workload and meet deadlines.
• Good working knowledge of Microsoft Office, including Outlook, Word and Excel.
• Ability to work independently while building effective relationships across the organisation. 

 
For more information, please call Meg Smith on 02920 231000 or 01179 239100.
 
To apply, please submit your CV outlining your relevant experience and qualifications.
 
We will be reviewing applications on an ongoing basis until the position is filled. At BRC Recruitment, we try to respond to all applications, however, due to high volume of applications, this is not always possible. If you have not heard from us within 72 hours, please assume that your application has been unsuccessful on this occasion.
 
REFERRAL SCHEME: Recommend a friend or colleague to us and receive up to £100 once they have completed 3 months in a role via BRC! Terms and conditions apply, contact us for details.

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