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- Tasks: Manage and resolve Stage 2 complaints, ensuring customer feedback is handled efficiently.
- Company: Leading housing organisation focused on high-quality services and continuous improvement.
- Benefits: Competitive salary of £30,015, full-time hours, and a supportive work environment.
- Other info: Opportunity for personal growth and learning in a dynamic team.
- Why this job: Make a real difference by helping customers and improving services through their feedback.
- Qualifications: Experience in complaints handling and strong customer service skills required.
BRC are working closely with a leading housing organisation to recruit a Customer Feedback Officer with a focus on Stage 2 complaints. This is a fantastic opportunity to join a customer-focused organisation committed to delivering high-quality housing services and continuous improvement.
This role involves managing the end-to-end Stage 2 complaints process, ensuring all customer feedback is handled fairly, efficiently and in line with regulatory requirements. You will act as the key point of contact for customers, stakeholders and external bodies, ensuring a high standard of service and resolution.
Duties:
- Manage and investigate Stage 2 complaints from receipt through to resolution
- Liaise with customers, providing updates and ensuring they feel heard and supported
- Work collaboratively with internal teams, contractors and stakeholders to resolve issues
- Handle enquiries from MPs, Councillors and the Housing Ombudsman
- Gather evidence and prepare detailed reports on complaint outcomes
- Identify trends, lessons learned and contribute to service improvements
- Ensure all cases are handled in line with policies, procedures and regulatory standards
- Maintain accurate records and ensure GDPR compliance
- Promote a culture of learning from customer feedback across the organisation
Requirements:
- Experience in complaints handling, ideally within housing or a regulated environment
- Strong customer service background with experience managing complex cases
- Excellent communication and interpersonal skills
- Ability to manage sensitive situations with empathy and professionalism
- Strong organisational skills and ability to meet deadlines
- Experience working with data systems and maintaining accurate records
- Ability to work both independently and collaboratively
To apply, please submit your CV outlining your relevant experience and qualifications. We will be reviewing applications on an ongoing basis until the position is filled.
Complaints Officer employer: BRC
Contact Detail:
BRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector or those who work as Complaints Officers. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling. Think about your past experiences and how they relate to the role. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your skills! Bring along examples of how you've managed complex complaints or improved processes in previous roles. This will help us see how you can add value to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints handling, especially in housing or regulated environments. We want to see how your skills match the role, so don’t be shy about showcasing your customer service background!
Showcase Your Communication Skills: As a Complaints Officer, communication is key! Use your application to demonstrate your excellent interpersonal skills. Share examples of how you've managed sensitive situations with empathy and professionalism.
Be Organised: We love a candidate who can keep things in order! Highlight your strong organisational skills and ability to meet deadlines in your application. This will show us you can handle the end-to-end complaints process efficiently.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your CV and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at BRC
✨Know the Complaints Process Inside Out
Make sure you understand the Stage 2 complaints process thoroughly. Familiarise yourself with the regulatory requirements and the specific policies of the organisation. This will help you demonstrate your knowledge and show that you're ready to handle complaints effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully managed complex cases or resolved customer issues. Highlight your ability to empathise and communicate clearly, as these skills are crucial for a Complaints Officer role.
✨Be Ready to Discuss Trends and Improvements
Think about how you can contribute to service improvements based on customer feedback. Be prepared to discuss any trends you've noticed in previous roles and how you would approach identifying lessons learned in this position.
✨Practice Your Communication Style
Since you'll be liaising with various stakeholders, practice articulating your thoughts clearly and professionally. Role-play potential scenarios with a friend to build confidence in handling sensitive situations and ensuring customers feel heard.