Complaints Officer

TL;DR

Complaints Officer (Edtech): Owning and managing customer complaints and escalations end-to-end with an accent on investigation, cross-functional coordination, and root cause analysis. Focus on driving resolutions, ensuring process adherence, and capturing insights for continuous improvement.

Location: Bromley, England, United Kingdom (On-site, Remote)

Company

Leading Management Information System (MIS) provider for schools and MATs.

What you will do

• Take ownership of formal customer complaints and escalations from receipt through investigation to resolution
• Act as first line of escalation, logging and tracking in Dynamics 365, preventing senior leadership involvement
• Lead investigations, review evidence, engage customers, and establish root causes
• Coordinate across Support, Sales, Product, Success, and Training teams to drive accountability and timely resolutions
• Maintain professional communication, manage expectations, and ensure responses meet ISO9001 and regulatory standards
• Capture trends, report on complaint performance, and support systemic improvements

Requirements

• Proven experience handling complex customer complaints or escalations in a service environment
• Strong stakeholder management across multiple teams
• Excellent written and verbal communication for sensitive situations and de-escalation
• Ability to challenge constructively and drive outcomes without formal authority
• Strong organisational and analytical skills for managing multiple issues and root cause determination
• Experience with CRM systems, preferably Microsoft Dynamics 365

Nice to have

• Experience in education software or edtech environment
• Familiarity with hirify.global products
• Understanding of ISO9001, ISO27001, ITIL, or service management frameworks
• Experience producing reporting from customer data like CSAT or NPS

Culture & Benefits

• Work within Customer Care Team to protect customer relationships and improve internal processes
• Contribute to Customer Experience initiatives including automation and AI workflows
• Support operational workflows, SLAs, and process governance aligned with ISO9001