Complaint Resolution Officer Job Description

A Complaint Resolution Officer handles the complaints that front-line agents could not resolve. They investigate what went wrong, coordinate with the teams involved, and work with the customer to a fair resolution. They also spot the patterns behind repeated complaints. A good Complaint Resolution Officer resolves complaints fairly and within the promised time, calms upset customers, gets to the real cause rather than a quick patch, keeps clear records for compliance, and feeds recurring issues back so the company can fix them at source.

Detail	For this role
Department	Customer Support
Level	Mid level
Reports to	Customer Service Manager
Direct reports	None
Experience	2 to 5 years in customer service or complaint handling

Complaint Resolution Officer job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Complaint Resolution Officer

Department: Customer Support

Reports to: Customer Service Manager

Location: [City], [office, branch or site]

About the role

Key responsibilities

Investigate escalated complaints and gather the facts from the customer and teams.
Coordinate with operations, product and other teams to find a resolution.
Work with the customer to a fair outcome within the promised timeline.
Communicate clearly and calmly with upset or difficult customers.
Keep detailed records of each complaint, action and resolution for compliance.
Identify the root cause behind a complaint, not just the symptom.
Spot patterns across complaints and flag recurring issues for a fix.
Follow the complaint and grievance process and any regulatory timelines.
Update the customer through the complaint until it is closed.
Report complaint volumes, causes and resolutions to the service manager.

Requirements

Graduate in any discipline
Experience in customer service or complaints
Strong communication and problem-solving skills
2 to 5 years in customer service or complaint handling

KRAs and KPIs for a Complaint Resolution Officer

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Resolution time	Complaints resolved within the promised turnaround above the target
Fair outcomes	Resolutions upheld with reopened complaints below the agreed level
Customer satisfaction	Satisfaction on resolved complaints above the target
Root cause	Recurring complaint causes identified and flagged for fixes
Records	Complaint records complete and compliant for every case

Skills and tools

Complaint handlingInvestigationNegotiationEmpathy and calmRoot cause analysisRecord keepingCross-team coordinationClear communication

Tools used day to day: CRM and complaint system, Ticketing platform, Email, MS Excel, Knowledge base.

Reporting line and career path

Moves up from: Customer Support Executive, Customer Care Executive
Next roles: Customer Service Manager, Escalation Specialist, Quality Manager (Contact Centre)

Interview questions for a Complaint Resolution Officer

How do you handle a complaint from a very angry customer?
How do you investigate a complaint that spans two teams?
How do you decide a fair resolution when the customer wants more?
How do you find the root cause behind a complaint?
How do you keep records that stand up to compliance review?
How do you feed recurring complaints back for a permanent fix?

Managing a Complaint Resolution Officer in ZeniaHR

AttendanceUsually a general shift aligned to the service operation, sometimes covering peak complaint windows. Attendance comes from web punch on the office network or biometric at the entry. Set the shift to match the operation and limit web punches to the office network with capture controls.LeaveHand over open complaints to a colleague before leave, since complaints have promised and sometimes regulatory timelines. Comp-off for weekend complaint work during a spike is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review resolution time, fair outcomes and satisfaction monthly, with a quarterly formal review. Rate a new officer on probation on the 1 to 5 probation review on judgement and customer handling with a comment.

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Frequently asked questions

What does a Complaint Resolution Officer do?

A Complaint Resolution Officer handles complaints that front-line agents could not resolve. They investigate what went wrong, coordinate with the teams involved, and work with the customer to a fair resolution within the promised time. They keep detailed records for compliance, find the root cause, and flag recurring issues so the company can fix them at source.

What is the difference between a Complaint Resolution Officer and a support agent?

A support agent handles everyday queries and issues at first contact. A Complaint Resolution Officer takes the escalated, complex or unresolved complaints, investigating deeper, coordinating across teams and negotiating a fair outcome. The role needs stronger investigation, negotiation and record-keeping skills, and often deals with the most upset customers.

What skills does a Complaint Resolution Officer need?

A Complaint Resolution Officer needs empathy and calm to handle upset customers, investigation skills to find what really happened, and negotiation to reach fair outcomes. They must keep detailed, compliant records, coordinate across teams, and spot patterns behind repeated complaints. Clear communication and sound judgement matter throughout the role.