Customer Care Officer

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4,000 employees working from over 20 offices. Sureserve Compliance South, part of the Sureserve Group, delivers heating services within the social housing sector across London and the South East. We support our clients across domestic gas, commercial gas, renewables and electrical services. We are London's largest and most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities. The Role We are looking for a highly organised, analytical and detail-oriented Customer Care Officer to join our team, based in our Dartford office. This is an investigative and administration-focused role, primarily dealing with formal complaints, complex customer issues and service-related concerns within the social housing sector. The successful candidate will be responsible for thoroughly investigating complaints, gathering information from various internal departments, establishing accurate timelines of events and sourcing the relevant facts and evidence to support formal written responses. This is not a traditional customer service or inbound call centre role. The position requires someone who is confident researching information, questioning discrepancies, piecing together information from different sources and producing clear, factual and professional written correspondence. Key Responsibilities Take ownership of formal complaints from initial receipt through to investigation, resolution and closure, ensuring all contractual deadlines are met. Conduct thorough fact-finding investigations by gathering information, reviewing records, sourcing evidence and establishing accurate timelines of events. Liaise with operational teams, managers, engineers and other internal departments to obtain relevant information and establish the circumstances surrounding each complaint. Review job histories, appointment records, engineer notes, service records and other relevant documentation to identify what has happened and where issues may have occurred. Prepare detailed investigation findings and provide clear, factual and professional written responses to clients and customers. Draft formal complaint letters, responses and correspondence, ensuring information is accurate, relevant and supported by evidence. Identify gaps in information, follow up outstanding queries and challenge inconsistencies where necessary to ensure investigations are complete. Maintain accurate and up-to-date complaint logs, records and investigation folders, ensuring all relevant information is documented. Monitor complaint progress and ensure all responses and actions are completed within the required contractual timeframes. Work closely with operational management to identify suitable resolutions and prevent further escalation of complaints. Jointly manage the team mailbox, reviewing incoming correspondence, identifying actions required and ensuring responses are issued professionally and within agreed timescales. Record compliments and positive feedback to be shared with the Senior Management Team. Ensure all investigations and correspondence comply with company procedures, client requirements, data protection and equality and diversity policies. The Successful Candidate Will Have Previous experience in complaints handling, investigations, case management or a similar administration-focused role. Strong fact-finding and investigative skills, with the ability to gather information from multiple sources and establish clear timelines of events. Excellent written communication skills, with the ability to produce detailed, accurate and professional emails, reports and formal letters. A methodical and analytical approach, with excellent attention to detail and the ability to identify discrepancies or missing information. Confidence liaising with different departments and individuals to obtain information, follow up outstanding actions and progress investigations. Strong organisational skills, with the ability to manage multiple cases, prioritise workloads and work to strict deadlines. Proficiency in Microsoft Office, particularly Outlook and Excel. Previous experience within social housing, construction, maintenance or a similar service-based industry would be advantageous. A professional and solutions-focused approach, with the ability to handle sensitive or complex issues objectively. What We Can Offer You We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work. Some of these include: Competitive salary Contributory Pension Scheme Life Assurance 28 days annual leave inclusive of bank holidays, rising by 1 day per year of service to a maximum of 33 days. Enhanced maternity, paternity and adoption leave, alongside other family-friendly policies such as carer's leave, neonatal leave, IVF and assisted conception leave. In addition, the role offers: Sureserve Benefits Hub, accessing thousands of retail discounts. Virtual GP service, available 24/7, 365 days a year, for employees and their immediate family. Employee Assistance Programme (EAP), available 24/7, 365 days a year, for employees and their immediate family. Bike2Work Scheme. Home & Electronics – salary sacrifice purchase scheme. Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Reasonable Adjustments As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact scs.careers@sureserve.co.uk . Pre-employment Checks Successful applicants will be subject to eligibility checks with a third party, including the right to work in the UK and DBS checks.