Customer Complaints Officer

Resolutions Officer - Complaints Handling

Contract: Temporary
Hours: 35 hours per week

Locations:
* London (Stratford area) - Hybrid 1 day per week
* Manchester (Trafford area) - Hybrid 1 day per week

Pay Rate
* London: £18.07 per hour
* Manchester: £15.87 per hour

The Opportunity

Bridge Recruitment is currently recruiting experienced Resolutions Officers on behalf of a large and well-established housing organisation to support their Customer Relations team with a backlog of complaint cases.

This role focuses on investigating and resolving customer complaints, ensuring responses are clear, fair, and compliant with complaint handling policies and the Housing Ombudsman Complaint Handling Code.

You will manage your own caseload and work closely with internal teams to investigate issues and deliver high-quality written responses to customers.

This is an excellent opportunity for someone with complaints handling experience, particularly within housing, public sector, or regulated environments.

Key Responsibilities

Manage and investigate a caseload of customer complaint cases
Draft high-quality written responses, including formal complaint letters and emails
Communicate with customers via telephone, email and virtual meetings
Work with internal departments to gather information and support investigations
Apply complaint handling frameworks and policies when drafting responses
Ensure responses align with the Housing Ombudsman Complaint Handling Code
Maintain accurate case records and documentation
Identify trends within complaints and highlight potential service improvements
Work in a fast-paced environment while meeting deadlinesAbout You

We are looking for candidates who have experience managing complaints cases, rather than general customer service queries.

You will ideally have experience within housing, but candidates from other sectors with strong complaints investigation experience will also be considered.

Key Skills & Experience

Previous complaints handling or resolution experience
Excellent written communication skills, with experience drafting formal responses
Strong investigation and problem-solving skills
Ability to manage multiple cases and competing priorities
Confident communicating with customers and internal stakeholders
Strong attention to detail and record keeping
Comfortable working with multiple IT systemsPlease apply with your updated CV