Your new company
Join a forward thinking organisation committed to delivering an exceptional customer experience. You’ll be part of a dedicated Complaints Centre of Excellence, where the focus is on resolving customer concerns fairly, promptly, and professionally. This is an opportunity to work within a supportive team that values integrity, continuous improvement, and genuine customer care.

Your new role
As a Complaints Officer, you will play a vital role in managing the end-to-end complaints journey. You’ll act as the first point of contact for customers, acknowledging new complaints and guiding them through the process with clarity and empathy.You will investigate each case on its individual merits, gathering information, evaluating evidence, and reaching fair, well-reasoned outcomes. Clear communication is key, as you’ll be responsible for writing high-quality correspondence and explaining decisions to customers and stakeholders.
This is a highly collaborative position, working closely with internal departments, the Housing Ombudsman, contractors, and local councillors. You will also help identify underlying issues within systems, processes, or policies and contribute to continuous improvement initiatives that enhance the customer experience.
What you’ll need to succeed
To excel in this role, you will bring:
*Excellent written communication skills, with strong spelling, grammar, and an ability to present information clearly and concisely.
*A calm, empathetic, customer-focused approach with a professional telephone manner.
*Strong analytical skills, with the ability to assess complex complaints and make fair, evidence-based decisions.
*Confidence to use initiative and make sound judgments while acting sensitively.
*Strong organisational skills and the ability to manage a varied caseload to tight timescales.
*Experience in complaints handling or an outbound customer-facing role.
*Good working knowledge of Microsoft Outlook, Word, and Excel.
*A proactive mindset, with an interest in identifying improvements to processes, policies, and training.
What you’ll get in return
You’ll join a team that genuinely values customer experience and empowers you to make a difference. This role offers variety, ownership, collaboration, and the chance to influence positive change across the wider organisation. You’ll gain exposure to senior stakeholders and external partners, while developing your expertise in investigation, decision-making, and customer relations.
What you need to do now
If you’re interested in this role, click ’apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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