Complaints Officer

Job Title: Complaints Officer

Salary: £11,505 (£26,845 FTE)

Hours: Part-time, 15 hours per week, worked over 4 or 5 days.  Minimum of 3 hours per day.  

Contract: Permanent

Location: Home based

Benefits: NCT membership with access to exclusive benefits, pension scheme, 30 days annual leave plus 8 bank holidays (pro-rata).

About the role

Are you passionate about delivering excellent customer service and resolving issues with empathy and professionalism? Join NCT as a Complaints Officer, where you’ll play a pivotal role in ensuring that complaints are handled promptly and with care.

This role is key to improving our services and contributing to the positive experiences of parents, families, and communities we support.

In this dynamic position, you will be responsible for logging, investigating, and resolving complaints in line with our established policies. You’ll collaborate with various teams to ensure best practices and drive service improvements, all while embodying NCT’s values of being welcoming, collaborative, inclusive, bold, and trusted.

Key Responsibilities

·       Handle complaints professionally, ensuring initial responses are delivered within 48 hours.

·       Support investigators and ensure a thorough, fair resolution process.

·       Produce outcome reports and collaborate with teams to implement improvements.

·       Negotiate resolutions with complainants to achieve mutually satisfactory outcomes.

·       Maintain accurate and confidential complaint records.

·       Provide training to staff on complaint resolution and policy understanding.

·       Act as a key point of contact for escalated complaints and appeals.

·       Deliver quarterly reports on trends and recommendations for improvements.

You will have:

·       Experience in a customer service or complaints handling role.

·       Exceptional communication skills, both verbal and written.

·       Strong organisational and time management skills.

·       A high level of empathy and professionalism in handling sensitive situations.

·       A proactive attitude and the ability to work independently as well as part of a team.

·       Proficiency in Microsoft Office and a good understanding of data protection principles.

• A commitment to inclusivity, demonstrating respect for individuals of all backgrounds and fostering a non-judgemental, equitable approach in all interactions.

Why join us?

NCT is the UK’s leading charity for parents, supporting them through pregnancy, birth, and early parenthood. We are committed to equity, diversity, and inclusion, ensuring that everyone can thrive and feel empowered in their roles.

If you’re ready to make a difference and help shape the future of our services, we’d love to hear from you!

We welcome and actively encourage applications from all candidates including those from under-represented groups within NCT such as individuals from Black, Asian or minority ethnic backgrounds, LGBTQI+ people and people with a disability.

The welfare and safety of individuals is at the heart of everything that we do. NCT is committed to safeguarding and promoting the welfare of children and adults and expects all staff to share this commitment.

Closing date: Thursday 30th January 

Interview date: Tuesday 4th or Wednesday 5th February.