A Great Place to Work®
At Dukes, we’re proud to be recognised for our culture, fairness and commitment to doing the right thing for our people and for the communities we serve.
​Dukes is externally certified as a Great Place to Work®, based entirely on feedback from our team. Dukes is a Disability Confident Employer, committed to fairness, accessibility and equal opportunities.
About the role
The Quality & Complaints Officer will ensure that all Quality standards are upheld. This includes confirming that
all internal processes are being followed correctly, our teams are adhering to our best practice guidelines & the
business learns from complaints and makes continuous improvements to reduce them.
As a key contributor to maintaining our high ethical and legal standards, the Quality & Complaints Officer will
audit and review calls and visit footage against an agreed set of internal guidelines and provide constructive
feedback to our teams.
Furthermore they will ensure that complaints are logged, investigated and resolved in line with internal standards
as well as external regulations.
Job summary
Complaint Responsibilities:
â—‹ Managing the customer complaint programme and ensuring it complies with appropriate
regulations and that complaints are properly documented, investigated and responded to.
â—‹ Personally handling both informal, and formal complaint responses.
â—‹ Analysing complaint trends and ensuring that appropriate corrective actions are taken.
â—‹ Monitoring and reviewing call recordings or Body Worn Video footage in order to gather facts around complaints.
â—‹ Liaise with internal stakeholders, legal entities or regulators to ensure the right outcome.
â—‹ Handling any Subject Access Requests (SARs) and liaising with relevant team members for
information or using our Debt Recovery system to obtain data.
Quality Assurance Responsibilities:
â—‹ Conducting weekly internal reviews and audits, including auditing Body Worn Video camera footage and call recordings and regularly liaising with Team Managers to advise of findings and scores.
â—‹ Working with operational Team Managers to advise on and implement training requirements following audits.
â—‹ Regularly review the QA guidelines against operational processes to ensure they remain fit for purpose
Key skills & experience
Experience
â—‹ Minimum of 2 years’ experience working within a similar role.
â—‹ Experience in complaint handling.
â—‹ Data Protection experience desired but not essential.
â—‹ You will be IT literate with strong MS Word, Excel and PowerPoint skills.
Skills / attributes
â—‹ Resilience - you are able to respond proactively to constructive feedback with the ability to work under pressure and adapt to interpret specifications and requirements. You have a willingness to learn and develop your skills.
â—‹ Excellent communication - you have strong written and verbal communication skills, and the ability to adapt your communication style depending on your audience or the situation you are
in. You will have exceptional attention to detail.
â—‹ Personable - you know how to build a rapport and deal tactfully and professionally with colleagues.
â—‹ Organisation - you can follow a process, handle multiple and changing timescales and stay on top of a varied and rapidly changing workload without dropping the ball. You are flexible and highly self-motivated as well as being able to work as part of a collaborative team.
â—‹ Discreet – you have the ability to deal with confidential information and maintain discretion and confidentiality at all times.
â—‹ Positive, can-do attitude – you maintain a positive attitude towards routine tasks and difficult situations. You remain calm under pressure and you can be confident and assertive where required.
Salary & Benefits
Grade: 2A – Specialist
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Salary: Up to £28,00 per annum, based on experience
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Hybrid working model
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25 days annual leave, plus bank holidays
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Mandatory office shutdown between Christmas and New Year
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Company Pension Scheme
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Company Sick Pay Scheme
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Mental Health Champions and wellbeing initiatives
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Free onsite parking
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Social events and casual dress days