Housing Customer Service Complaints Officer

Are you an experienced complaints professional with a background in social housing? Do you enjoy resolving complex customer issues and delivering exceptional service?

We're recruiting on behalf of a respected organisation for a Complaints Customer Service Officer to join their Customer Services team. This is an excellent opportunity for someone with experience in social housing complaints who is passionate about achieving fair outcomes and continuously improving the customer journey.

You'll manage a varied caseload of customer complaints from initial investigation through to resolution, ensuring every case is handled professionally, fairly and within agreed timescales. Working closely with colleagues across the organisation, you'll deliver positive customer outcomes while identifying opportunities to improve services and prevent future complaints.

• Investigate and resolve complex customer complaints from start to finish.
• Work collaboratively with internal stakeholders to deliver timely, customer-focused resolutions.
• Produce clear, professional, and well-reasoned written responses.
• Maintain accurate case records using CRM systems.
• Identify complaint trends and contribute to service improvement initiatives.
• Deliver an outstanding customer experience throughout the complaints process.

To be successful, you'll have:

• Previous experience handling complaints within the social housing sector.
• A strong understanding of complaint handling and complex case management.
• Excellent written and verbal communication skills.
• Strong investigative and problem-solving abilities.
• Experience using CRM systems to manage customer cases.
• Outstanding organisational skills with excellent attention to detail.
• A genuine passion for delivering excellent customer service and improving customer outcomes.

• Hybrid working.
• Supportive and collaborative team environment.
• Excellent opportunities for learning and career development.
• The opportunity to make a real difference to customers and influence service improvements.

If you have a background in social housing complaints and are looking for your next opportunity, we'd love to hear from you. Apply today with your CV for a confidential discussion.