Complaints Officer

Are you an experienced complaints professional with a passion for delivering outstanding customer service and driving service improvements? This permanent Complaints Resolution Officer opportunity offers the chance to take ownership of a varied dispute caseload, work closely with-tenants and operational teams, and ensure compliance with the Housing Ombudsman''s Complaint Handling Code within a customer-focused housing organisation.

Offering -31,00036,000 and flexible working, this is an excellent opportunity for someone with housing complaints, casework or customer service experience who enjoys investigating complex issues, influencing positive outcomes and promoting learning from customer feedback.

This Complaints Resolution Officer role offers the following benefits:

• A permanent role within a supportive and collaborative team
• 25 days annual leave, plus bank holidays
• A great pension scheme with employer contributions
• Working from home opportunities
• The opportunity to make a genuine impact on customer experience and service improvement

In this position, you will be:

• Managing a varied caseload of complaints from initial investigation through to resolution
• Acting as the main point of contact for tenants throughout the process
• Ensuring investigations are handled in line with the Housing Ombudsman''s Complaint Handling Code and organisational policies
• Investigating service failures, gathering evidence and making fair, evidence-based decisions
• Drafting clear, professional and customer-focused responses
• Working collaboratively with internal teams to agree resolutions, remedies and customer outcomes
• Processing and coordinating compensation payments where appropriate
• Maintaining accurate case records, notes and customer feedback data
• Monitoring trends and identifying opportunities for service improvement

I''d love to speak to someone who has:

• Experience handling Stage 1 and 2 complaints, customer feedback or complex casework or customer enquiries within a customer-facing environment
• Knowledge of the Housing Ombudsman''s Complaints Handling Code or a similar framework
• An understanding of housing management, repairs, tenancy services or resident engagement
• Strong investigation and problem-solving skills with the ability to make balanced decisions
• Excellent written communication skills and experience drafting professional correspondence
• Experience dealing with sensitive or challenging situations with empathy and professionalism
• Strong organisational skills with the ability to manage multiple priorities and deadlines

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This permanent Complaints Resolution Officer position is ideal for someone looking to join a customer-focused housing organisation where they can take ownership of complaints, influence service improvements and play a key role in delivering positive outcomes for residents.
If you are interested in this Complaints Resolution Officer role, apply online now or contact Charlotte Sutton at (url removed) for more information.

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