At a Glance
- Tasks: Investigate and resolve customer complaints, ensuring fair and timely responses.
- Company: Chime Housing, dedicated to improving lives through excellent service.
- Benefits: Competitive salary, 28 days leave, pension contributions, and development opportunities.
- Other info: Agile working environment with flexible options for work-life balance.
- Why this job: Make a real difference by helping customers and driving service improvements.
- Qualifications: Experience in customer service and strong organisational skills required.
The predicted salary is between 36993 - 36993 £ per year.
Joining our Complaint Resolution Team, you'll play a vital role in ensuring our customers receive a fair, professional and timely response when things don't go as expected. Working closely with customers and colleagues across the organisation, you'll investigate complaints, identify solutions, put things right where service has fallen short and help drive service improvements through learning and insight.
At Chime Housing, we provide vital services that help our customers live better lives. We are recruiting a Complaints Resolution Officer to join the Complaints Team and provide excellent customer service, liaise with customers and investigate complaints in line with the Housing Ombudsman’s Complaint Handling Code.
The objective of the role is to handle complaints fairly, put things right where service has fallen short, and achieve first-time resolution wherever possible.
Key Accountabilities:
- Investigate and resolve customer complaints in compliance with policy and regulation
- Manage a caseload of complaints to achieve timely and effective resolutions
- Provide high-quality customer communication and complaint responses
- Maintain accurate complaint records and support regulatory compliance
- Collaborate with internal stakeholders to deliver complaint outcomes and service improvement
- Raise service requests and book repairs to form part of complaint handling or assist a customer alongside a complaint
What are we looking for?
Essential:
- An understanding of the principles of fair complaint handling and the importance of putting things right and learning from complaints; knowledge of the Housing Ombudsman’s Complaint Handling Code.
- Experience of working in a customer-facing or complaints environment, with the ability to handle challenging conversations professionally and fairly.
- Strong organisational skills, with the ability to manage and prioritise a caseload, meet deadlines and work in line with agreed timescales.
- Good attention to detail, with the ability to maintain accurate records and use systems and data to manage cases effectively.
- Ability to investigate issues, gather information and produce clear, well-structured written responses.
- Ability to communicate effectively and work collaboratively with colleagues and service teams to resolve issues and improve services.
Who you’ll work with
Responsible to: Senior Complaints Resolution Officer
Department: Customer Experience
What can we offer you?
- 28 days’ annual leave (pro rata)
- Employer pension contribution of up to 11%
- Development opportunities
- Comprehensive employee rewards scheme
How we work
We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.
Closing date: 4th October 2026
In-person Interviews: 15th October 2026 (Please note we reserve the right to close the vacancy early if we receive a large response.)
Complaint Resolution Officer - 6 Month FTC in Watford employer: Chime housing
Chime Housing is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where teamwork and community impact are at the forefront. With opportunities for professional growth and a commitment to flexible working arrangements, including part-time options, we empower our staff to thrive both personally and professionally in the vibrant setting of Watford. Join us to make a meaningful difference in the lives of our customers while enjoying a fulfilling career in housing management.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Resolution Officer - 6 Month FTC in Watford
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Chime housing.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Chime housing. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaint Resolution Officer - 6 Month FTC in Watford
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Chime housing.
How to prepare for a job interview at Chime housing
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Chime housing's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Chime housing offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
