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- Tasks: Investigate and resolve complaints, delivering empathetic responses and improving service quality.
- Company: Join a leading South London housing provider focused on trust and transparency.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing resident satisfaction and driving positive change.
- Qualifications: 1-2 years in complaints handling, strong writing skills, and a customer-first mindset required.
- Other info: Be part of a newly established Complaints Centre of Excellence.
The predicted salary is between 32000 - 48000 £ per year.
Location – London (SE1) – Hybrid Working
Contract – Full-Time, Permanent
Start Date – Asap
Salary - £40,000 per annum
We’re working with a South London housing provider to recruit a Complaints Resolution Officer to join their newly established Complaints Centre of Excellence. This is a fantastic opportunity to play a pivotal role in rebuilding trust with residents and delivering a high-quality, fair and transparent complaints service.
You’ll take ownership of Stage 1 complaints, investigate thoroughly, and deliver clear, empathetic written responses—championing continuous service improvement across the organisation.
Key responsibilities- Investigate and resolve Stage 1 complaints in a timely and customer-focused manner.
- Deliver high-quality written responses that are empathetic, fair, and evidence-based.
- Manage and triage the complaints inbox, accurately logging and allocating cases.
- Collaborate across departments to gather case information and provide joined-up resolutions.
- Identify recurring service challenges and provide feedback to improve processes.
- Maintain comprehensive case records and support quality assurance activities.
- Promote and embody a customer-first culture across all complaint-handling practices.
- Minimum 1–2 years' experience handling complaints within a Housing Association.
- Proven ability to write clear, empathetic, and professional response letters.
- Strong understanding of the Housing Ombudsman Code of Practice.
- Excellent written and verbal communication skills.
- A customer-first mindset with the ability to challenge constructively and support service improvement.
- Highly organised, detail-oriented, and resilient under pressure.
- CIH qualification
- Experience identifying service trends and contributing to learning initiatives
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
Contact Detail:
Service Care Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolution Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Code of Practice. Understanding this will not only help you in your role but also demonstrate your commitment to upholding standards in complaints resolution during interviews.
✨Tip Number 2
Network with professionals in the housing sector, especially those who have experience in complaints handling. Engaging with them can provide insights into best practices and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare examples of how you've successfully resolved complaints in the past. Be ready to discuss specific situations where your actions led to positive outcomes, showcasing your problem-solving skills and customer-first mindset.
✨Tip Number 4
Research the housing provider's values and recent initiatives. Tailoring your conversation to align with their mission can show that you're genuinely interested in contributing to their goals and improving resident trust.
We think you need these skills to ace Complaints Resolution Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling complaints, particularly within a Housing Association. Emphasise your ability to write clear and empathetic responses, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the Housing Ombudsman Code of Practice and your customer-first mindset. Use specific examples from your past experience to demonstrate how you have successfully resolved complaints.
Showcase Communication Skills: Since excellent written communication is key for this position, ensure that your application is free from errors and clearly structured. Use professional language and maintain a polite tone throughout your documents.
Highlight Organisational Skills: In your application, mention any experience you have with managing multiple cases or complaints simultaneously. Detail how you stay organised and detail-oriented, especially under pressure, as this will resonate with the hiring team.
How to prepare for a job interview at Service Care Solutions
✨Showcase Your Empathy
As a Complaints Resolution Officer, empathy is key. Be prepared to share examples of how you've handled complaints in the past, focusing on your ability to understand and address the concerns of residents.
✨Demonstrate Your Writing Skills
Since you'll be delivering written responses, it's crucial to highlight your writing abilities. Bring along samples of previous correspondence or prepare to discuss how you ensure clarity and professionalism in your communications.
✨Familiarise Yourself with Relevant Codes
Make sure you have a solid understanding of the Housing Ombudsman Code of Practice. Being able to discuss this knowledge during the interview will show that you're serious about the role and committed to upholding standards.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaint scenarios. Think through potential challenges and how you would approach them, demonstrating your problem-solving skills and customer-first mindset.
