Complaints Officer

The Complaints Officer plays a key role in supporting continuous service improvement by effectively managing and resolving reports of dissatisfaction and formal complaints within Axis Repairs and Maintenance. The role is customer-focused, acting as a single point of contact for residents and clients, ensuring concerns are listened to, investigated thoroughly and responded to in a timely, professional and fair manner.

The Complaints Officer is responsible for investigating and responding to service and administrative complaints in line with Axis policies and procedures, client-specific complaints policies and the Housing Ombudsman’s Complaint Handling Code. The role ensures that feedback and learning from complaints are captured and used to drive service improvements, enhance resident satisfaction and support positive working relationships with clients.

What We Offer

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Up to £30,000 depending on experience, plus performance-related bonus (Hybrid working)

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Annual holiday; 25 + Bank holidays, Up to £2,000 colleague referral fee

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24/7 GP referral and wellbeing support service, Perkbox – discounts on coffee, cinema, travel and wellbeing, 1 paid volunteer day each year

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Ongoing training, support and progression, Axis promotes from within

Responsibilities

Complaint Handling

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Proactively respond to expressions of dissatisfaction at the earliest opportunity, seeking to resolve issues informally where possible and prevent escalation into formal complaints. Investigate, register and manage all Stage 1 and Stage 2 complaints in line with company procedures, client requirements and the Housing Ombudsman’s Complaint Handling Code.

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Ensure all MP and Councillor enquiries and complaints are fully investigated, responded to professionally and resolved efficiently within agreed target timescales, keeping residents and clients informed of outcomes.

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Accurately record all complaints, enquiries and outcomes on the Company’s Central Complaints Log, as well as on any client-specific systems, trackers or reporting tools required for each contract.

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Liaise closely with operational, supervisory and subcontractor teams to arrange inspections, follow-on appointments or remedial works, ensuring actions are completed promptly and to the resident’s satisfaction.

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Maintain clear and consistent communication with residents throughout the complaints process, providing regular updates and managing expectations in a professional and empathetic manner.

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Identify trends, recurring issues and service failures from complaint data, escalating concerns where necessary and contributing to service improvement initiatives.

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Arrange compensation, reimbursements or goodwill gestures where appropriate, in accordance with company policy and subject to approval by the relevant Head of Department or client.

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Act as a key point of contact for clients, providing updates, performance information and supporting evidence as required. Prepare complaint responses, reports and performance data for internal review, client meetings and audits as necessary.

Service Improvement

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Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service.

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Identify training needs across the department to enhance service delivery. Report on trends relating to employee conduct and escalate any concerns to Customer Experience Manager.

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Ensure root causes and record ‘Learning Actions’ from complaints in the Central Complaints Log for all upheld or partially upheld complaints to allow for trend analysis.

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Attend any training relevant to the role to support continuous development and enhanced service delivery.

Miscellaneous

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To contribute ideas and suggestions that may enable the company to provide a better service. Provide any other reports requested by Complaints Team Leader or Customer Experience Manager

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Fully comply with the Organisations Health and Safety and Lone Working policies. Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.

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Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.

About You

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Knowledge of complaint handling processes and procedures is essential.

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Knowledge of the Housing Ombudsman guidelines is desirable.

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Proven understanding of Customer Care with reference to vulnerable people is essential.

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Experience of working within a Customer Services or Complaints environment is essential.

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Excellent Customer service skills with a can-do approach to problem solving is essential.

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Strong interpersonal skills: must enjoy working with people on a personal level, building trust, maintaining confidentiality, be approachable, tactful, and diplomatic is essential