Dave P

Complaints handler/t-Technician

Civil Service • Período integral

Apr 2015 - Present • 11 yrs 1 mo

Managed and resolved a high volume of complex complaints from members of the general public and legal professionals, including solicitors, ensuring timely, fair, and well-reasoned outcomes. Acted as a key point of contact for formal complaints, liaising with solicitors, internal departments, and external stakeholders to gather evidence, clarify issues, and progress resolutions. Drafted clear, professional, and legally appropriate responses to complaints via formal letters and email, ensuring accuracy, consistency, and adherence to organisational policies and regulatory standards. Assessed complaints against relevant legislation, policies, contracts, and service standards, identifying appropriate remedies and corrective actions where required. Demonstrated strong written communication skills when explaining decisions, managing expectations, and de-escalating sensitive or contentious situations. Maintained detailed and accurate case records, correspondence logs, and supporting documentation in line with data protection and confidentiality requirements. Worked to strict deadlines and service-level agreements, prioritising caseloads effectively while maintaining a high standard of customer service. Contributed to service improvement by identifying complaint trends, recurring issues, and recommending procedural or policy changes. Handled sensitive and emotionally charged matters with professionalism, empathy, and discretion.