Senior Complaint Officer

Senior Complaints Officer

We’re proud to say our customers are at the heart of everything we do, and one of our top priorities is listening to their feedback, investigating what happened, learning what we can do better and making amends when we may not get something quite right. That’s where you come in.

We’re looking for Senior Complaint Officers to investigate final stage (Stage
2) complaints, make a fair and objective decision, and communicate feedback to customers, colleagues and stakeholders clearly and concisely. Senior Complaint Officers also compile evidence packs in response to requests for information from the arbitrator and the Housing Ombudsman Service.

As an excellent communicator, you’ll quickly build effective working relationships with other departments across Abri, the Housing Ombudsman, contractors, and local councils. You’ll speak with them both on the phone and in writing. Problem‑solving skills are essential because each complaint varies; you’ll need to investigate, identify solutions, and drive effective resolution.

You’ll act as an ambassador for Abri, championing our customer‑first approach throughout the complaint journey and helping to deliver a fantastic customer experience by not only putting things right, but also finding the root causes so we can improve.

You’ll work from our Bracknell office a minimum of three days per week to collaborate with colleagues; the remaining two days can be from another office, a cafe, or home.

We’ll review and interview suitable candidates as they apply. We may close the advert early if we receive enough applications.