Complaints Officer

Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services across the UK. Backed by over 110 years of combined experience and the wider strength of Axis CLC, operating from 23 UK offices and employing more than 2,500 people nationwide, we support housing providers and public sector clients with high-quality maintenance and compliance services that help keep residents safe, properties well maintained and communities supported. The Role The Complaints Officer plays a key role in supporting continuous service improvement by effectively managing and resolving reports of dissatisfaction and formal complaints within Axis Repairs and Maintenance. The role is customer-focused, acting as a single point of contact for residents and clients, ensuring concerns are listened to, investigated thoroughly and responded to in a timely, professional and fair manner. The Complaints Officer is responsible for investigating and responding to service and administrative complaints in line with Axis policies and procedures, client-specific complaints policies and the Housing Ombudsman''s Complaint Handling Code. The role ensures that feedback and learning from complaints are captured and used to drive service improvements, enhance resident satisfaction and support positive working relationships with clients. Responsibilities Complaint Handling Proactively respond to expressions of dissatisfaction at the ..... full job details .....