Complaints Officer

New Yesterday

An outstanding opportunity to join a leading Management Information System (MIS) provider for schools and MATs. The Complaints Officer is responsible for owning and managing customer complaints and escalations end-to-end, ensuring they are investigated and resolved consistently, professionally, and within defined service levels. This role acts as the primary control point for escalation before issues reach senior leadership, coordinating across Support, Sales, Product, Success, Training, and other teams to investigate root causes and drive effective resolution. The role sits within the Customer Care Team and plays a critical part in protecting customer relationships, improving internal discipline, and reducing organisational noise caused by unmanaged escalation. Key Responsibilities Escalation & Complaint Ownership Take ownership of formal customer complaints and escalations from initial receipt through investigation to resolution
Act as the first line of escalation, preventing unnecessary involvement of senior leadership
Ensure all escalations are logged, categorised, ...
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Location:
Bromley
Salary:
not provided
Job Type:
FullTime
Category:
Customer Service & Support

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