Customer Service Officer – Social Housing (Hybrid, Part‑time)

About the role

We are looking for a Customer Service Officer with proven experience in social housing to join our busy customer experience team in Bristol. The role is hybrid, requiring two days a week in the office, and offers a fixed‑term contract until January 2027, working 21 hours per week.

Key responsibilities

• Manage complaints end‑to‑end, from initial receipt through to resolution and closure.
• Handle enquiries from MPs, councillors and the Housing Ombudsman.
• Act as the main point of contact for customers, providing clear and timely updates.
• Collaborate with internal teams and contractors to investigate and resolve issues.
• Identify trends in feedback and support service improvement initiatives.
• Ensure all cases comply with regulatory requirements and internal policies.
• Maintain accurate records in line with data protection standards.

Required profile

• Experience of managing social‑housing complaints from receipt to resolution.
• Strong understanding of complaint handling processes and statutory deadlines.
• Ability to prioritise workloads and meet policy timescales.
• Excellent written communication with the ability to produce clear, concise response letters.
• Proactive, organised and able to handle sensitive cases with a customer‑focused approach.

Required skills

• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Familiarity with data protection standards and case‑management record keeping.

What we offer

• Hybrid working (2 days onsite, 3 days remote).
• Fixed‑term contract until January 2027, 21 hours per week.
• Hourly rate of £15.30.