Complaint Liaison Officer

Complaint Liaison Officer (Permanent)

Hours:

37 hours per week (flexible). Salary: £36,720 per annum plus casual user mileage allowance.

Location:

Gadbrook Park, Northwich, with core locations such as Warrington and Cheshire. Flexible working from office or home, depending on business needs.

Weaver Vale Housing Trust offers this role within our Customer Voice Team.

• Handle all complaints with a person‑centred approach, meeting the obligations of the Trust’s Complaints, Compensation and Redress Policies and the Housing Ombudsman Complaint Handling Code.
• Proactively manage and investigate an allocated caseload of customer complaints and MP/Councillor enquiries within agreed timescales and quality standards.
• Identify appropriate resolutions that enable the Trust to build trust with customers by resolving complaints and making recommendations to enable learning.

• At least four grade GCSE 4‑9 / A*‑C (Mathematics and English) or equivalent qualification.
• Full UK driving licence.
• Experience working in a complaint‐handling environment.
• Experience responding to complaints in person and in writing.
• Working in a customer‑focused environment.
• Understanding the role of the Housing Ombudsman Service.
• Awareness of the Housing Ombudsman’s Complaint Handling Code.

This role will require a DBS check. In line with the Trust’s Disclosure & Barring Policy, please confirm within your application if you have any current convictions under the Rehabilitation of Offenders Act 1974. You will also need a suitable home working environment with a reliable internet connection.

• Competitive salary.
• Generous annual leave entitlement – 24‑29 days (increasing 1 day each year up to 5 years) plus UK public/bank holidays.
• Ability to buy up to 5 days of additional annual leave per year.
• 12% employer contribution to the Pension Scheme (minimum 2% employee contribution) with life assurance.
• Contribution to nursery or after‑school care.
• Support for ongoing learning and development.
• Day off for your birthday taken during your birth month.
• One day’s paid leave per year to support a charity or community group of your choice.
• Candidate Referral Scheme.
• Health and Wellbeing Allowance or option to enrol in a Health Cash Plan.
• ‘Thank you’ gift for continuous service, starting at 5 years and every 5 years thereafter.
• 24/7 EAP including free counselling.
• Compensation for professional memberships required for the role.
• Free annual flu vaccines and Eye Care vouchers.
• Gym membership and phone contract discounts.
• Cycle to work scheme.
• Free car park at our office.
• Involvement in regular health and wellbeing initiatives and charity fundraising activities.

Closing date for applications: Monday 09/02/2026 at 12:00 noon. Applications submitted after the deadline may not be considered; early application is advised.

First stage: virtual interviews – to be confirmed.

Second stage: in‑person interview and assessment – Thursday 26/02/2026.

Submit your CV with a covering letter (max 2 pages) demonstrating how you meet the essential and desirable criteria in the accountability profile.

Applicants who identify as having a disability and meet the essential criteria will be guaranteed an interview. Confirm reasonable adjustments required for interview or assessment within your application.

Disclaimer

• We may conduct social media checks from Google, Facebook and Linked In to assist in our assessment.
• We reserve the right to close or extend the closing dates depending on application numbers.
• Once a vacancy has closed, we will not consider further applications.
• The recruiting manager will review your application and contact successful candidates by phone or email.
• Unsuccessful applicants will not receive a response due to high volume.
• Successful applicants will need Right to Work evidence, essential qualification evidence, a health questionnaire and a DBS check if relevant.
• We reserve the right to refuse applications without an accompanying cover letter.

The Trust invites applications from all members of the community, irrespective of gender, gender reassignment, sexual orientation, race, religion or belief, disability, age, pregnancy and maternity, marriage and civil partnership.