Housing Customer Service Complaints Officer

About the role

We are seeking an experienced complaints professional with a background in social housing to join a respected organisation’s Customer Services team. You will manage a varied caseload of housing‑related complaints, guiding each case from initial investigation through to resolution while ensuring fairness and timeliness.

Key responsibilities

• Investigate and resolve complex customer complaints from start to finish.
• Collaborate with internal stakeholders to deliver timely, customer‑focused solutions.
• Produce clear, professional written responses for each case.
• Maintain accurate case records using CRM systems.
• Identify complaint trends and contribute to service‑improvement initiatives.
• Deliver an outstanding customer experience throughout the complaints process.

Required profile

• Previous experience handling complaints within the social housing sector.
• Strong understanding of complaint handling and complex case management.
• Excellent written and verbal communication skills.
• Strong investigative and problem‑solving abilities.
• Outstanding organisational skills with meticulous attention to detail.
• A genuine passion for delivering excellent customer service and improving outcomes.

Required skills

• CRM systems

What we offer

• Hybrid working arrangement.
• Supportive and collaborative team environment.
• Excellent opportunities for learning and career development.
• Chance to make a real difference to customers and influence service improvements.