Complaint Officer

Job title: Complaints Officer
Location: Eastleigh, SO50
Start Date: ASAP
Contract Type: Temporary 3 months
Weekly Hours: 37 hours per week

Job Purpose

We are currently recruiting for an experienced Complaints Officer to join a busy Customer Experience team within a housing organisation.
The successful candidate will manage customer complaints from initial acknowledgement through to resolution, conducting thorough investigations and providing clear, fair and well-written outcomes.

Key Responsibilities

• Act as the first point of contact for customers throughout the complaints process.
• Acknowledge complaints and explain the next steps and expected timescales.
• Investigate complaints thoroughly and reach fair, evidence-based decisions.
• Produce clear, professional written complaint responses.
• Communicate findings and outcomes to customers and internal stakeholders.
• Liaise with internal departments, contractors, local councillors and the Housing Ombudsman.
• Manage a varied caseload and ensure complaints are resolved within agreed timescales.
• Identify recurring issues and recommend improvements to systems, policies, processes and training.
• Provide feedback to colleagues, managers and operational teams where required.

Requirements

• Previous experience in complaints handling, customer resolutions or a similar customer-focused role.
• Excellent written communication skills, including strong spelling, grammar and attention to detail.
• Ability to investigate complex complaints, review evidence and clearly explain findings.
• Confident, polite and empathetic telephone manner.
• Strong workload and caseload management skills.
• Ability to make balanced decisions while handling sensitive customer issues.
• Good working knowledge of Microsoft Outlook, Word and Excel.
• Previous experience within housing, property services or a regulated environment would be beneficial.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk