Your new company
Complaints are a vital part of how organisations learn, improve, and deliver safe, high-quality services that customers can trust.
We're looking for an experienced Housing Complaints Officer (also referred to as a Customer Experience Officer) who thrives in a regulated, fast-paced environment.
This role goes beyond simply resolving complaints-you'll approach each case with empathy, take time to fully understand customer concerns, ask the right questions, collaborate with colleagues, and take ownership of the end-to-end complaint management process.
Please note - this is a temporary opportunity on a 3-month ongoing basis.
Your new role
You'll be responsible for managing customer complaints from start to finish once they escalate beyond the informal stage, often handling sensitive and complex issues.
- Conducting thorough, effective, and timely investigations into complaints of varying complexity
- Maintaining clear and consistent communication with customers throughout the complaint process
- Building strong relationships with a wide range of internal stakeholders to gather information and identify root causes
- Producing high-quality outcome letters outlining findings and actions taken to resolve complaints
What you'll need to succeed: The ideal candidate will have:
- Proven experience in complaint handling within a regulated environment
- Experience managing a high volume of complaints end-to-end (typically 15-20 cases at varying stages and complexity)
- Confidence liaising directly with customers and collaborating with internal stakeholders
- Strong written communication skills, with the ability to produce clear, professional correspondence and reports
- The ability to manage changing priorities and work effectively under pressure
What you'll get in return
You'll receive an hourly rate of £23.26, alongside the flexibility of hybrid working, allowing a balance between home and office-based work.
The role is based in a modern Birmingham City Centre office with excellent transport links, and offers the opportunity to gain valuable experience in a fast-paced, regulated environment while making a meaningful impact on customer experience within a supportive team.