A Complaints Officer is responsible for receiving, investigating, resolving, and monitoring customer or stakeholder complaints while ensuring compliance with organizational policies and service standards.
Job Title
Complaints Officer
Job Summary
The Complaints Officer is responsible for managing customer and stakeholder complaints in a professional, timely, and impartial manner. The role involves investigating issues, coordinating with relevant departments, maintaining accurate records, identifying trends, and recommending improvements to enhance customer satisfaction and service quality.
Key Responsibilities
- Receive, acknowledge, and register complaints through various communication channels.
- Investigate complaints by gathering relevant information and consulting with internal stakeholders.
- Resolve complaints promptly and fairly in accordance with organizational policies and procedures.
- Communicate investigation findings and outcomes clearly to complainants.
- Maintain accurate and confidential complaint records and case files.
- Monitor complaint resolution timelines to ensure compliance with service level standards.
- Escalate complex or high-risk complaints to management when appropriate.
- Prepare regular reports on complaint volumes, trends, root causes, and resolution performance.
- Identify recurring issues and recommend corrective and preventive actions.
- Collaborate with departments to improve service delivery and reduce future complaints.
- Ensure compliance with applicable laws, regulations, and organizational policies.
- Participate in quality assurance, audits, and continuous improvement initiatives.
- Provide guidance to staff on complaint handling procedures and customer service best practices.
Qualifications
- Bachelor's degree in Business Administration, Public Administration, Law, Customer Service, Communications, or a related field.
- Relevant experience in customer service, complaints management, compliance, or administration is preferred.
Required Skills
- Excellent communication and interpersonal skills.
- Strong conflict resolution and negotiation abilities.
- Analytical thinking and sound judgment.
- High level of professionalism, integrity, and confidentiality.
- Strong organizational and time management skills.
- Attention to detail and accurate record-keeping.
- Proficiency in Microsoft Office Suite.
- Experience with customer relationship management (CRM) or case management systems is an advantage.
- Ability to work under pressure and manage multiple cases simultaneously.
Preferred Experience
- 1–3 years of experience in complaints handling, customer relations, compliance, or a related role.
- Experience in regulated industries (e.g., healthcare, financial services, government, insurance, or utilities) is an advantage.
Key Performance Indicators (KPIs)
- Complaint resolution time.
- Percentage of complaints resolved within service level targets.
- Customer satisfaction following complaint resolution.
- Number of repeat or escalated complaints.
- Accuracy and completeness of complaint records.
- Identification and implementation of service improvement initiatives.
Working Conditions
- Office-based or hybrid work environment.
- May involve handling sensitive or complex customer issues and working to strict response deadlines.
- Regular interaction with customers, stakeholders, and internal departments.
