Complaints Officer

About the role

The Complaints Officer is the primary point of contact for residents and clients who have concerns about property repairs and maintenance. Working within Axis Repairs and Maintenance, you will ensure complaints are handled promptly, fairly and in line with the Housing Ombudsman’s Code.

Key responsibilities

• Respond to expressions of dissatisfaction early, aiming to resolve issues informally before they become formal complaints.
• Investigate, register and manage Stage 1 and Stage 2 complaints according to company policy, client requirements and the Housing Ombudsman’s Code.
• Handle MP and Councillor enquiries, ensuring professional responses within agreed timescales.
• Record all complaints, enquiries and outcomes in the central complaints log and any client‑specific systems.
• Coordinate with operational, supervisory and subcontractor teams to arrange inspections, follow‑up appointments or remedial works.
• Maintain clear, empathetic communication with residents throughout the complaints process.
• Identify trends and recurring issues, feeding insights into service‑improvement initiatives.

Required profile

• Strong customer‑focused attitude with the ability to remain calm under pressure.
• Excellent written and verbal communication skills.
• Attention to detail and ability to follow strict procedural guidelines.
• Experience working with public sector housing or property‑maintenance environments is desirable.

Required skills

What we offer

• Competitive salary of £30,000 per year.
• Full‑time, permanent role within a nationally recognised property services specialist.
• Opportunities for professional development and progression.