Complaints Officer (First Response)
London Bridge
Up to £27,000
Fixed Term Contract until 31 December 2026
Join us as a Complaints Officer (First Response).
One of the UKs leading housing providers, part of the company that owns and manages 120,000 homes nationwide. Were passionate about creating safe, sustainable communities where people can thrive. If youre looking for a role where you can grow your career, make an impact, and work in a supportive, values-driven team, this is your opportunity.
Were looking for a Complaints Officer who thrives on delivering excellent customer experiences, resolving complex cases, and driving improvements in service. This role is central to ensuring our customers feel heard, valued, and supported.
What youll do:
Manage a varied caseload of complaints, Housing Ombudsman enquiries, and MP enquiries from start to finish, ensuring timely and fair resolution.
Deliver exceptional customer service, keeping residents informed, engaged, and reassured throughout their complaint journey.
Build strong relationships with colleagues across the team, holding teams accountable for high-quality, timely responses.
Analyse complaint data and trends to identify opportunities for service improvement and share insights with managers and service teams.
Influence positive change by driving continuous improvement in complaints handling, ensuring lessons learned inform policy and practice.
What were looking for:
Proven experience managing complaint cases and delivering excellent customer service.
Outstanding communication skills and the ability to build strong working relationships.
A proactive, solutions-focused mindset with a passion for improving customer experiences.
Analytical skills with the ability to spot trends and influence service improvements.
Why join
Be part of a socially-driven organisation making a real difference to communities across the UK.
Work in a collaborative environment that champions learning, wellbeing, and long-term career development.
Enjoy opportunities to contribute ideas, shape processes, and be recognised for your achievements.
If youre ready to take your expertise in complaints handling to the next level and help us deliver exceptional customer experiences, apply today!
Diversity, Inclusion & Accessibility
Equality, diversity, and inclusion are at the heart of who we are at. Were committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. Inclusivity isnt a one-off initiative
its embedded in our culture and central to how we work every day.
As a Disability Confident Employer, were committed to providing reasonable adjustments throughout the recruitment process and beyond.
We reserve the right to close this advert early if a suitable candidate is identified.
We use cookies to enhance your browsing experience, to analyse traffic and to improve our services to you by providing personalised content to you. By clicking "Accept All", you consent to our use of cookies
