Complaints Officer - Reed : Job Details

• Annual Salary: £30,000 - £35,000
• Location: Bath
• Job Type: Full-time

We are seeking a dedicated Complaints Officer to join our team at the University of Bath. This role is crucial for managing and resolving complaints from resident students and guests with professionalism, sensitivity, and efficiency. The Complaints Officer will ensure that all complaints are handled according to our established procedures, maintaining high standards of service and care, and contributing to a positive reputation for the department and the University.

• Review, investigate, and respond to all resident student complaints, ensuring fair and thorough consideration in line with the complaints procedure.
• Monitor and oversee guest and customer complaints directed to the wider department, coordinating responses as necessary.
• Draft concise, comprehensive, and empathetic responses, ensuring all communications meet the department’s quality standards.
• Maintain accurate and detailed records of complaints, investigations, and resolutions.
• Engage with students, visitors, staff, and guests via phone, in person, and via email, using professional methods to deescalate situations.
• Analyse complaint trends, assess root causes, and implement feedback mechanisms to reduce recurring issues.
• Liaise with relevant teams, departments, and stakeholders to gather information and coordinate responses to complaints.
• Provide regular reports on complaint volumes, patterns, and resolution outcomes to senior management.
• Recommend improvements to complaints handling procedures and assist in implementing new processes.

• Degree in any subject or equivalent experience.
• Demonstrable experience in formal complaints handling processes and best practices.
• Experience in dealing with conflict resolution.
• Demonstrable experience of multitasking and delivering a range of complex projects and tasks to tight deadlines.
• Awareness of relevant regulations, data protection, and confidentiality standards in complaints handling.
• Understanding of and commitment to Equality and Diversity, including the Equality Act 2010.
• Experience of working in the Higher Education sector is desirable.

• Competitive salary range.
• Opportunities for professional development and training in complaints management and student support.
• Engaging work environment at a prestigious educational institution.
• Performance-related incentives and opportunities for career advancement.

To apply for the Complaints Officer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role. Ensure your application aligns with the essential qualifications and experience as outlined above.