Complaints Officer

BDS are recuiting 2 Complaints officer to work with a leading housing association in Exeter.

Full time Monday
- Friday 9am- 5pm

3 days from home, 2 days in the office following completing training

6 month fixed term contract in the first instance.

Salary £33,163 per annum

Main duties include but are not limited to:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

• Proven experience of managing customer service complaints.
• Customer Service qualification (or equivalent experience through work or study), or willingness to work towards.
• Experience in working in a customer service environment.

• Experience creating reports along with knowledge of performance monitoring and management.
• Knowledge of social housing policy.
• Experience of scheduling activities, events or deliveries and of using a booking system or software.