Complaints Officer – Operations (Full‑time, 6‑month contract)

About the role

This role supports the launch of a new waste and recycling collection service by handling Stage 1 customer complaints. Working from an office in Braintree, you will ensure complaints are investigated, resolved promptly, and used to drive service improvements.

Key responsibilities

• Investigate and respond to Stage 1 customer complaints within agreed service levels.
• Gather accurate information from internal teams to produce professional responses.
• Liaise with Waste Operations, Waste Minimisation & Sustainability teams and managers to resolve issues.
• Maintain detailed records of complaints and supporting documentation in internal databases.
• Communicate clearly, empathetically and professionally with customers via telephone and email.
• Provide appropriate assistance to vulnerable customers throughout the complaints process.
• Promote a positive complaints‑handling culture across the Operations department.
• Deliver guidance and support to colleagues on complaint handling procedures.
• Monitor customer satisfaction data, identify trends and recommend service improvements.
• Assist with general administrative tasks for the Operations team as needed.

Required profile

• Previous experience in complaints handling, customer service or customer support.
• Strong communication skills with the ability to manage challenging situations confidently and professionally.
• Ability to work collaboratively across multiple departments while maintaining confidentiality.

Required skills

• Proficiency in using internal databases and document management systems.
• Excellent written and verbal communication abilities.