Complaints Officer

Description

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, and tracked accurately within Dynamics 365

Conduct or lead investigations into complaints, including reviewing evidence, engaging customers where required, and establishing clear root cause

Cross-Functional Coordination

Coordinate investigation and resolution across internal teams

Challenge and validate responses where required to ensure quality, completeness, and that root causes have been fully addressed

Drive accountability by ensuring actions are clearly owned and delivered within agreed timelines

Quality & Consistency

Ensure complaint handling aligns with internal processes, ISO9001 standards, and relevant regulatory and data protection requirements

Maintain clear, timely, and professional communication with customers throughout the lifecycle of the issue, including managing expectations in sensitive or high-pressure situations

Identify where complaints are handled outside of process and bring them back into formal workflows

Ensure formal complaint responses are structured, accurate, and suitable for senior or legal review where required

Insight & Continuous Improvement

Capture themes, trends, and validated root causes from escalations

Provide regular reporting on complaint volumes, drivers, and resolution performance

Identify systemic issues and work with relevant teams to drive improvements

Support the Customer Care Manager in embedding stronger governance and escalation discipline

Operational Support

Support Customer Care administrative workflows where required, ensuring continuity during peak periods or absence

Assist in maintaining SLAs across contact channels

Contribute to documentation, process definition, and internal guidance on escalation handling

Other Responsibilities

Work with the Customer Care Manager to ensure processes are followed in line with ISO9001 accreditation

Contribute to wider Customer Experience improvement initiatives, including automation and AI-enabled workflows

Support internal education on complaint identification, logging, and escalation management

Undertake other duties in line with business needs

Required Skills and Experience

Proven experience handling complex customer complaints or escalations in a service environment

Strong stakeholder management skills with the ability to work across multiple teams

Excellent written and verbal communication skills, with the ability to handle sensitive or high-emotion situations and de-escalate effectively

Ability to challenge constructively and drive outcomes without formal authority

Strong organisational skills with the ability to manage multiple complex issues simultaneously

Experience using CRM systems (preferably Microsoft Dynamics 365)

Strong analytical and investigative skills, with the ability to assess evidence and determine root cause

High attention to detail with a focus on accuracy and auditability

Preferred Skills and Experience

Experience in an education software / edtech environment

Familiarity with Bromcom products and services

Understanding of ISO9001, ISO27001, ITIL, or structured service management frameworks

Experience producing reporting and insight from customer data (e.g. complaints, escalations, CSAT, NPS)

Ad ID: 5418187760