Feedback and Complaints Officer

Temporary Feedback & Complaints Administrator Temporary Contract | 2–3 Month Assignment | ASAP Start Full Time (35 hours per week) | Fully Remote or Office-Based (London or Birmingham) £15.27 per hour PAYE (Regional) | £16.54 per hour PAYE (London) We're recruiting for a temporary Feedback & Complaints Administrator to join a respected national charity during a busy period. This role is ideal for someone with experience managing high volumes of complaints, escalations, customer feedback or casework administration . The key focus is on coordinating complaints through to resolution, maintaining accurate records, monitoring deadlines and ensuring cases are progressed efficiently. Whilst reporting and data analysis experience would be beneficial, the priority is finding someone with strong complaints handling and administrative experience in a busy environment. The Role You will be responsible for coordinating and administering a feedback and complaints management system, ensuring cases are accurately logged, monitored and progressed from acknowledgement through to resolution. Working closely with teams across the organisation, you will: Manage and coordinate a high volume of complaints and feedback cases. Maintain accurate records and a clear audit trail within the complaints management system. Monitor the progress of investigations and follow up with stakeholders to ensure deadlines are met. Escalate complex, sensitive or overdue cases where appropriate. Liaise with teams across the organisation to support timely complaint resolution. Produce regular updates on complaint volumes and case progress. Support continuous improvement by identifying recurring themes and areas for learning. Ensure processes are followed consistently and in line with organisational policies and procedures. About You We're particularly interested in candidates who have: Previous experience managing complaints, escalations, customer feedback, casework or investigations. Experience using a complaints, CRM, incident or feedback management system. Strong administrative and organisational skills. Excellent attention to detail and record-keeping abilities. The ability to manage multiple cases and competing priorities simultaneously. Strong written and verbal communication skills. Confidence working with stakeholders across a range of teams and departments. Good Microsoft Office skills, including Outlook, Word and Excel. Desirable Experience Whilst not essential, the following would be advantageous: Experience producing reports, dashboards or management information. Experience analysing complaints or feedback trends. Experience of presenting information to managers or senior stakeholders. Experience working within a charity, healthcare, public sector or regulated environment. Knowledge of compliance, governance or quality assurance processes. We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.