Stage 1 Complaints Officer

Location: Cambridgeshire

About the Role

We are recruiting a Stage 1 Complaints Handler to join a busy Property Services team supporting tenants and residents across Cambridge. This role focuses on managing and resolving stage one complaints relating to repairs, damp and mould, and general property services.

You will act as the first point of contact for escalated issues, ensuring investigations are thorough, responses are accurate, and resolutions are delivered in a timely and professional manner.

This is a great opportunity for someone with strong housing, repairs or property services experience who enjoys problem‑solving and delivering excellent customer outcomes.

Key Responsibilities

* Manage stage one property services complaints, ensuring all cases are resolved within required timescales.

* Investigate issues relating to repairs, damp & mould, contractor performance, and service quality.

* Liaise with repairs teams, surveyors, contractors and internal stakeholders to gather information and agree solutions.

* Provide clear, accurate, compassionate written responses aligned with policy and regulatory standards.

* Update case management systems with all actions, evidence and outcomes.

* Identify recurring issues or trends and escalate where service improvements may be needed.

* Work with residents in a respectful and customer‑focused manner, ensuring transparency throughout the complaints process