Complaints Officer

Location: Stratford

Location:

Stratford, London (must live within reasonable travel distance)

Hybrid agreement in place (3 days in the office/2 at home) however, the first 2 weeks are office based for training purposes.

A great opportunity has arisen for a customer‑focused Complaints Officer to join our Repairs & Maintenance team. This role is ideal for someone who thrives on helping residents, resolving issues, and driving service improvements.

As the main point of contact for residents and clients, you’ll manage complaints from start to finish — ensuring concerns are listened to, investigated thoroughly and responded to professionally. You’ll play a key part in improving our services by identifying trends, sharing learning, and supporting positive relationships with clients and internal teams.

What You’ll Do

* Manage and resolve Stage 1 and Stage 2 complaints in line with company and regulatory standards.

* Respond promptly to dissatisfaction, MP/Councillor enquiries and client concerns.

* Communicate clearly and empathetically with residents throughout the process.

* Work closely with operational teams to arrange inspections, follow‑on works and resolutions.

* Record all complaints and outcomes accurately across internal and client systems.

* Prepare written responses, reports and performance information.

* Identify trends, root causes and opportunities for service improvement.

* Support continuous improvement by sharing learning and highlighting training needs.

What You’ll Bring

* Strong experience in a customer service or complaints‑handling role.

* Excellent communication skills, both written and verbal.

* A calm, professional and empathetic approach when dealing with challenging situations.

* Ability to build trust, maintain confidentiality and work collaboratively.

* Strong organisational skills and the ability to prioritise in a busy environment.

* Confident decision‑making based on evidence and sound judgement.

* Good working knowledge of Microsoft Office.

* Understanding of vulnerable customers and delivering high‑quality customer care.

Desirable:

* Experience working with Local Authorities or Housing Providers.

* Knowledge of Housing Ombudsman guidance or reactive maintenance services