Complaints Officer

Honeycomb is delighted to be working with a leading public body to recruit a Consumer Protection Officer on a temporary basis until the end of December 2026.

This is an excellent opportunity for an experienced complaints professional to join a busy consumer protection team, supporting members of the public across a broad range of sectors.

The Company

Our client is a public body with a strong focus on protecting and empowering consumers, ensuring their voices are heard and using insight from consumer experiences to influence better services.

Working as part of the Consumer Protection Team, you will play an important role in supporting consumers, resolving complaints and helping identify trends and issues that can contribute to wider consumer advocacy and protection

The Role

As Consumer Protection Officer, you will be responsible for providing a professional and efficient complaints and consumer protection service, dealing directly with consumers and working closely with internal teams and external stakeholders.

Key responsibilities will include:

• Investigating, resolving and reporting on consumer complaints within agreed timescales
• Acting as a first point of contact for consumer complaints and protection enquiries
• Ensuring complaints are acknowledged promptly and consumers are kept informed throughout the process
• Supporting consumers through the complaints process and maximising customer satisfaction
• Liaising with external stakeholders and suppliers to progress and resolve complaints
• Accurately recording and managing complaints through the organisation's CRM system
• Identifying complaint trends and sharing lessons learned to support service improvement
• Liaising with internal teams, particularly policy colleagues, on complaint levels and emerging issues
• Escalating unresolved complaints and issues where appropriate
• Ensuring relevant policies, procedures and processes are followed and properly documented
• Supporting the wider consumer empowerment and advocacy work of the organisation
• Representing the organisation positively when engaging with consumers, colleagues and stakeholders

The Person

Essential:

• Experience working in a busy complaints-handling environment
• Experience of complaint investigation and resolution
• Experience using customer databases or CRM systems to accurately record and manage information
• Experience liaising with external stakeholders or suppliers
• Experience supporting vulnerable customers by telephone and email
• Strong written and verbal communication skills

Desirable:

• Experience working on behalf of consumers within a policy or public body environment

Package & Benefits

• Temporary contract until the end of December 2026
• Belfast-based role
• Opportunity to work within a high-profile public body
• Experience across consumer protection, complaints and advocacy
• Opportunity to work alongside policy and wider consumer-focused teams

Disclaimer

If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all.

Please note, we are receiving an exceptionally high number of applications at present and will be unable to shortlist candidates who are not meeting the specific requirements for this role. Due to the high volume of applications, we may be unable to provide individual feedback. We thank you in advance for your understanding.

This position is subject to a Basic criminal record check through AccessNI. A criminal record will not necessarily be a bar to obtaining the position

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