Customer Experience Officer / Complaints Officer

An outstanding opportunity to join a leading Management Information System (MIS) provider for schools and MATs. The Complaints Officer is responsible for owning and managing customer complaints and escalations end-to-end, ensuring they are investigated and resolved consistently, professionally, and within defined service levels. This role acts as the primary control point for escalation before issues reach senior leadership, coordinating across Support, Sales, Product, Success, Training, and other teams to investigate root causes and drive effective resolution. The role sits within the Customer Care Team and plays a critical part in protecting customer relationships, improving internal discipline, and reducing organisational noise caused by unmanaged escalation. Escalation & Complaint Ownership * Take ownership of formal customer complaints and escalations from initial receipt through investigation to resolution * Conduct or lead investigations into complaints, including reviewing evidence, engaging customers where required, and establishing clear root cause Challenge and validate responses where required to ensure quality, completeness, and that root causes have been fully addressed * Quality & Consistency * Ensure complaint handling aligns with internal processes, ISO9001 standards, and relevant regulatory and data protection requirements * Identify where complaints are handled outside of process and bring them back into formal workflows * Ensure formal complaint responses are structured, accurate, and suitable for senior or legal review where required Provide regular reporting on complaint volumes, drivers, and resolution performance * Support the Customer Care Manager in embedding stronger governance and escalation discipline Operational Support * Support Customer Care administrative workflows where required, ensuring continuity during peak periods or absence * Work with the Customer Care Manager to ensure processes are followed in line with ISO9001 accreditation * Contribute to wider Customer Experience improvement initiatives, including automation and AI-enabled workflows * Support internal education on complaint identification, logging, and escalation management * Proven experience handling complex customer complaints or escalations in a service environment * Experience using CRM systems (preferably Microsoft Dynamics 365) * Experience in an education software / edtech environment Familiarity with Bromcom products and services Understanding of ISO9001, ISO27001, ITIL, or structured service management frameworks Experience producing reporting and insight from customer data (e.g. complaints, escalations, CSAT, NPS)…