Complaints Officer x

Two Complaints Officer posts sit in the Customer Relations Team at Vico Homes, one permanent and one fixed term covering maternity leave for up to 12 months. The work centres on investigating complaints with service teams, quality-assuring responses and drawing lessons to improve services, along with handling MP and Chief Executive enquiries. The post is hybrid with at least three office days a week and a 37-hour week.

Candidates need evidence of investigation or audit work and experience of working with customers.

• Support complaint investigations and outcomes with teams across the business
• Provide support to service managers and customers during complaints
• Carry out quality assurance of complaint responses
• Drive learning from complaints
• Ensure complaints are handled fairly and properly in line with the Housing Ombudsman Code
• Support customers through the investigation process and complaint structure so they feel heard
• Handle MP enquiries and enquiries addressed to the Chief Executive with customer-focused responses

• Experience of working with customers and service users
• Experience of evidence collection and conducting investigations or audit

• Passion for delivering high standards
• Excellent communication with the ability to influence and negotiate
• Collaborative working and dealing with challenges

• 26 days holiday rising to 31 after 5 years' service, plus bank holidays
• An extra day off on your birthday
• Employer pension contribution
• Flexible working, including reduced or compressed hours
• Personal development opportunities
• Health and wellbeing package
• Vico Homes Rewards lifestyle savings and salary sacrifice schemes, including cycle to work and car benefit
• One day to take part in the volunteering scheme