Job Description

Your new company
Bath based business

Your new role The primary purpose of the Complaints Officer is to oversee the effective management of complaints, ensuring all concerns are handled with professionalism, sensitivity, and timeliness. This role is responsible for the end-to-end process of reviewing, investigating, and responding to complaints, while also maintaining oversight of guest and customer complaints received. The Complaints Officer will follow established complaints procedures to deliver responses that are concise, comprehensive, and respectful, upholding the department's standards for high-quality service and customer care.Additionally, the Complaints Officer will analyse complaint trends, assess root causes, and implement feedback mechanisms to reduce recurring issues. A key aspect of this role is to understand and manage the reputational impact of complaints on both the department and the wider business, striving to uphold the institution's commitment to a positive customer experience and a strong public image.

What you'll need to succeed

• Flexible working options available
• Parking on site for £1.50/day
• This role could go permanent