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Complaints Officer

£21 - £23 per hour

Job Description

Charity Talent are recruiting for Complaints Officer to work for a Social Welfare Charity based near Waterloo, London. This is a 3-month contract with the possibility to extend with hybrid working and immediate start.

The Role: In this temporary Compliance and Complaints Officer role you will support the busy charity who are experiencing a short term peak in complaints which need to be processed and managed.

The responsibilities:

  • Day to day management and administration of complaints
    • Preparing communications
    • Project managing Frontline's response to complaints received and liaising with internal / external parties involved in resolving complaints
    • Keeping good records and tracking ongoing items
  • Carrying out investigations on complaints
    • Interviewing various stakeholders named in complaints
    • Reviewing documentation
    • Writing reports and summarising the facts of the cases
    • Assessing compliance with Frontline's policies
  • Administration of Data Subject Access requests
    • Review and redaction of documents
  • Other ad hoc support for the Governance & Compliance team as necessary

The ideal candidate:

  • The candidate needs to be able to pick things up quickly and work relatively independently and take responsibility for the work they are given.
  • The candidate should have good interpersonal skills - able to hold interviews on sensitive matters in a professional and composed manner.
  • The candidate should have good organisational and analytical skills.
  • The candidate should also have excellent written communication skills for drafting correspondence and reports.

  • Head of People - International Development
    £50000 - £55000 per annum

    Charity Talent are recruiting for a Head of People for an International Charity with an office in London and 14 other countries. Can you demonstrate that you have previous experience within the day to day running of a team and can provide strategic leadership across staff wellbeing, human resources, training, and development? If so, then you could be perfect for my client. This role is a 12-month FTC maternity cover with the possibility to extend.

    The Role: As the Head of People, you will have 2 direct line reports (HR partner and HR officer) and report to the Director of Finance and Operations. Specific tasks include:

    • Providing organisation-wide leadership on HR, people related issues and policies.
    • Accountable for representing HR and advocating for HR amongst organisation leaders.
    • Leading, managing, and developing an inclusive and highly competent Talent and HR team.
    • Build a robust recruitment strategy, focused on diversity, equity and inclusion that is aligned with the charity initiative.
    • Provide coaching/advise to senior leaders on team development and key organisational and management issues.
    • Develop and manage the multi-year HR budget, ensuring expenditure does not exceed agreed levels.
    • Provide senior level HR advice and information to meet needs and guide strategic and operational decision-making of charity Board, Executive Team, and managers
    • Developing HR strategy and operational plan, policies, procedures, and support for sound HR management at all levels across the organisation.
    • Oversee communication with the Finance Team on people changes which affect payroll and annual performance increments.
    • Be the first point of contact for expert advice to London managers and staff on all queries including Performance Management.
    • Drive the wellbeing agenda for staff.
    • Manage a department budget including learning and development budget.

    The Candidate: To be considered for the Head of People role you will need to possess the following:

    • International experience of an organisation. You will be dealing with the UK as well as their international and national offices.
    • A developed understanding of core HR processes and policies.
    • Ability to communicate sensitively and effectively with a wide range of people, including across cultures and with those at a distance.
    • Charity sector experience (desirable)
    • Commitment to equity, diversity, and inclusion, personally and in previous leadership positions.
    • Demonstrable leadership experience and people management experience.
    • CIPD or equivalent qualified (desirable)
    • Strong written and verbal communication skills.

  • list Fundraising Customer Support Advisor x3
    £21500 - £23500 per annum

    Are you a talented Fundraising Customer Support Advisor, or are you striving to be one? Can you demonstrate that you have excellent customer service and communication skills? If so then you could be perfect for my client, a Health Charity based in London.

    This is a permanent full-time position and will be working in the office. After 6 month probation the salary will increase to £24,700.

    The Role: As the Fundraising Customer Support Advisor you will be the first point of contact for supporters and members.

    • You will respond to queries, mostly by phone but also email, letter, social media and web chat on all aspects of their work. You will effectively respond to all enquiries, requests for information and complaints received into their Supporter Care team, taking ownership of these enquiries.
    • This role is to put the supporter at the heart of every engagement by delivering excellent customer services
    • You will also support on maintaining electronic and written communications within the database to ensure customer records are kept up to date and information is available for management reports.
    • You will also be undertaking general day-to-day admin, including sending thank you letters and acknowledgements.

    The Candidate: To be considered for the Fundraising Customer Support Advisor role you will need to possess administration and customer service experience. Charity Talent also need you to have prior experience of dealing with a high volume of emails/calls.

    Additionally, it's crucial that you possess the following:

    • Excellent attention to detail and a personable and flexible approach.
    • Someone who can take initiative and do independent work
    • Someone who is organised and efficient
    • Demonstrate the ability to make informed decisions under pressure
    • Show excellent timekeeping skills and adaptability when completing tasks.
    • Deciding and summarising customer interactions onto the system.



  • list Senior Press Officer
    £33000 - £36000 per annum

    Are you a talented Senior Press Officer, or are you striving to be one? Can you demonstrate that you have experience building charity policy and influencing activity in the media? If so then you could be perfect for my client, a Cancer Charity in London. This is a 12 month FTC, full time and hybrid working with some days in London office near Kings Cross.

    The Role: In this Senior Press Officer role, you will be delivering compelling and powerful PR to significantly increase reach and engagement amongst a range of audiences. You will report to Press and PR Manager. Specific tasks include:

    • To lead on developing and evaluating proactive media and PR plans.
    • Support the engagement of key stakeholders with the charity's policy and influencing campaigns.
    • To lead on identifying responses to reactive media opportunities.
    • To write impactful and newsworthy content including press releases, statements, blogs, etc.
    • To proactively identify opportunities to raise the profile of services and professional training
    • Working with the Case Studies Lead, source, pitch and place case study stories in the media.
    • Responsible for setting up media interviews and supporting spokespeople.
    • Participate in the press office out-of-hours on-call rota to respond quickly and effectively to media enquiries

    The Candidate: To be considered for the Senior Press Officer role you will need to demonstrable proven media relations experience and strong national media contacts.

    Additionally, it's crucial that you possess the following:

    • Ability to work to tight deadlines and to prioritise work under pressure.
    • Strong internal and external relationship management
    • Ability to research and produce briefings and materials for the media.
    • Strong story-telling skills and creativity.
    • Ability to draft media strategies, plans and produce insightful evaluation.
    • Empathetic towards vulnerable people or people with complex lives