Job Description
We’re looking for a Seniors Complaints Officer to play a key role in delivering a fair, thorough and customer-focused complaints service that puts things right and helps improve Cobalt’s services. This is a pivotal role within our customer experience approach, ensuring complaints are acknowledged, investigated and resolved in line with policy and timescales, with learning captured and acted upon.You will take ownership of a varied caseload, working with customers and colleagues across the organisation to understand what has gone wrong, agree appropriate remedies and provide clear, empathetic responses. You’ll use strong judgement and attention to detail to ensure decisions are evidence-based, consistent and compliant, while maintaining a focus on early resolution where possible.Working collaboratively with service teams, you will identify themes and trends, support service recovery, and help embed continuous improvement. By championing our People First value, you will ensure every complaint is handled with genuine care, transparency and respect, strengthening trust and confidence in our services.
Please review the full Recruitment Pack, available to download below.
