Complaints Officer (Operations)

Complaints Officer (Operations)

Location: Braintree, Essex

Job Type: Full-time, Temporary (6-Month Contract)

Market 36 Recruitment are currently recruiting for a Complaints Officer (Operations) on behalf of our client based in Braintree. This is an excellent opportunity to join a busy team, supporting the successful delivery of a new waste and recycling collection service by managing customer complaints and helping to drive continuous service improvement.

Please note this is a fully office-based role, working 37 hours per week, Monday to Friday.

Main Purpose of the Role

As a Complaints Officer, you will take ownership of Stage 1 complaints relating to the operations service, ensuring they are investigated thoroughly, resolved promptly, and responded to within agreed timescales. Working closely with internal departments, you will gather information, identify trends, and contribute to improving customer satisfaction through effective complaint resolution and service enhancements.

Roles & Responsibilities

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• Investigate and respond to Stage 1 customer complaints within agreed service levels.
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• Gather accurate information from internal teams to ensure comprehensive and professional responses.
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• Liaise with Waste Operations, Waste Minimisation & Sustainability teams, and Managers to resolve customer issues.
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• Maintain accurate records of all complaints and supporting documentation using internal databases.
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• Provide clear, empathetic and professional communication to customers via telephone and email.
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• Support vulnerable customers by providing appropriate assistance throughout the complaints process.
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• Promote a positive complaints handling culture across the Operations department.
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• Deliver refresher guidance and support to colleagues on complaint handling processes where required.
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• Develop a strong understanding of internal waste management systems and document management processes.
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Additional Responsibilities

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• Monitor customer satisfaction and identify trends within complaints data.
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• Produce recommendations for service improvements to reduce repeat complaints.
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• Assist with administrative support across the Operations team when required.
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• Ensure all work is completed in accordance with policies and procedures.
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• Maintain confidentiality and comply with Data Protection legislation.
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• Build effective working relationships across multiple departments to support excellent customer service.
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Experience, Skills & Qualifications

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• Previous experience in a complaints handling, customer service or customer support role.
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• Strong communication skills with the ability to deal confidently and professionally with challenging situations.
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• Experience supporting customers by telephone, email and other communication channels.
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• Excellent investigation, problem-solving and information gathering skills.
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• Ability to interpret policies and procedures to provide accurate responses.
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• Strong organisational skills with excellent attention to detail.
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• Good working knowledge of Microsoft Office, including Word, Excel and Outlook.
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• Experience working within a fast-paced, customer-focused environment.
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• Ability to manage workload effectively and meet deadlines.
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Working Pattern & Benefits

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• Hours: 37 hours per week
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• Contract: Temporary – 6 months
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• Location: Braintree (Office-based, 5 days per week)
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• Salary: £17.62 per hour PAYE or £22.59 per hour Umbrella
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• Supportive team environment.
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• Immediate start available for the successful candidate.
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Market 36 Recruitment Ltd cover a range of sectors including Commercial, Industrial, Engineering, HR & Finance and IT. This vacancy is being advertised by Market 36 Recruitment Ltd. We operate as an Employment Business for temporary roles and as an Employment Agency for permanent roles.