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 to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chime housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chime housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaint Resolution Officer - 6 Month FTC in Watford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chime housing:Your cover letter is your chance to shine! Tell us why you want to work at Chime housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chime housing!
How to prepare for a job interview at Chime housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
