Complaints are a vital part of how organisations learn, improve, and deliver safe, high-quality services that customers can trust.We're looking for an experienced Housing Complaints Officer (also referred to as a Customer Experience Officer) who thrives in a regulated, fast-paced environment. This role goes beyond simply resolving complaints-you'll approach each case with empathy, take time to fully understand customer concerns, ask the right questions, collaborate with colleagues, and take ownership of the end-to-end complaint management process.Please note - this is a temporary opportunity on a 3-month ongoing basis.
Your new role
You'll be responsible for managing customer complaints from start to finish once they escalate beyond the informal stage, often handling sensitive and complex issues. Responsibilities include, but are not limited to:
Conducting thorough, effective, and timely investigations into complaints of varying complexity
Maintaining clear and consistent communication with customers throughout the complaint process
Building strong relationships with a wide range of internal stakeholders to gather information and identify root causes
Producing high-quality outcome letters outlining findings and actions taken to resolve complaintsThis role offers the opportunity to make a meaningful impact on customer satisfaction and service improvement.
What you'll need to succeed
The ideal candidate will have:
Proven experience in complaint handling within a regulated environment
Experience managing a high volume of complaints end-to-end (typically 15-20 cases at varying stages and complexity)
Confidence liaising directly with customers and collaborating with internal stakeholders
Strong written communication skills, with the ability to produce clear, professional correspondence and reports
The ability to manage changing priorities and work effectively under pressureThis role is primarily office-based, with some flexibility to work from home depending on business needs.
What you'll get in return
You'll receive an hourly rate of £23.26, alongside the flexibility of hybrid working, allowing a balance between home and office-based work. The role is based in a modern Birmingham City Centre office with excellent transport links, and offers the opportunity to gain valuable experience in a fast-paced, regulated environment while making a meaningful impact on customer experience within a supportive team.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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Salary description
£23.00 - £23.50 per hour