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Complaints Officer

Job Description

Job Title: Complaints Officer
Hours: 37
Type: Temporary Ongoing
Location: Eastleigh, SO50
Start Date: ASAP

Our Complaints Centre of Excellence is committed to efficiently addressing and resolving customer grievances, whether they're expressed verbally or in writing. Complaint Officers play a pivotal role in guiding customers through the complaint resolution process, meticulously investigating each case based on its unique circumstances, and determining the appropriate resolution. Additionally, the team is tasked with identifying and communicating any underlying issues discovered during these investigations that may impact other customers, ensuring comprehensive service improvement and customer satisfaction.

Key Duties and Responsibilities:

  • Serve as a customer experience expert and brand ambassador.
  • Be the primary contact for customers during the complaint handling process, acknowledging complaints and setting expectations for next steps.
  • Investigate complaints thoroughly and determine outcomes based on each case's specifics.
  • Deliver clear and concise communication of findings and outcomes to customers and stakeholders, both orally and in writing.
  • Build and maintain effective relationships with other departments, the Housing Ombudsman, contractors, and local councillors.
  • Provide constructive feedback to colleagues, managers, or teams as necessary.
  • Identify and recommend improvements to systems, processes, policies, or training to reduce complaints.


  • Exceptional written communication skills, including spelling, grammar, and punctuation, with the capability to convey messages clearly and concisely.
  • Customer-centric attitude with a polite and empathetic approach to telephone interactions.
  • Proficient in managing workloads to meet deadlines and timescales effectively.
  • Proven experience in customer service, including handling complaints and challenging conversations.
  • Confident in achieving KPIs and meeting strict deadlines.
  • Skilled in analysing complex complaints and customer feedback, with the ability to document evidence and findings.

If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to