Senior Feedback & Resolutions Officer
We're recruiting a Senior Feedback & Resolutions Officer to manage complex complaints, feedback, and statutory enquiries, ensuring high-quality responses and timely resolution.
You'll take the lead on Stage 2 complaint reviews, FOI internal reviews, and Ombudsman enquiries, acting as a key point of expertise and supporting service improvement through learning and insight.
Key responsibilities include:
Managing and reviewing complex complaints and feedback cases
Handling FOI, EIR and Ombudsman enquiries
Providing expert advice and guidance to colleagues
Producing clear, high-quality written responses and reports
Monitoring performance, trends, and quality standards
About you:
Strong experience in complaints or feedback management
Excellent written and verbal communication skills
Confident working independently with complex casework
Good knowledge of customer care principles and statutory processes
Comfortable using case management and IT systems
If you're detail-focused, confident handling sensitive issues, and motivated by improving service quality, this is an excellent opportunity.
