At a Glance
- Tasks: Help customers by resolving complaints and improving services.
- Company: Community Gateway, a values-driven organisation focused on employee wellbeing.
- Benefits: Up to £31,000 salary, 26 days holiday, health cash plan, and great pension scheme.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service and excellent communication skills required.
The predicted salary is between 31000 - 31000 £ per year.
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
37 hours per week, based at our offices on Preston Docks. Up to £31,000 per year.
Want to play a key role in ensuring our customers' voices are heard and acted upon? We're looking for a proactive, organised and customer-focused Complaints Advisor to join our Service Improvement Team. You will coordinate our complaints process, support managers through investigations and work directly with customers to ensure complaints are handled fairly, consistently and in line with the Housing Ombudsman's Complaint Handling Code. This is a great opportunity to make a real difference by helping customers, resolving concerns and supporting continuous service improvement.
What we are looking for:
- Proven experience in customer service, complaints handling or a similar role
- Excellent communication skills – both written and verbal, to communicate well with customers
- Strong organisational skills and the ability to manage multiple priorities and deadlines
- Excellent attention to detail
- A positive, solution-focused approach
It would be great if you also had:
- Experience in housing or a regulated environment
- Knowledge of complaints handling best practice and the Housing Ombudsman's Complaint Handling Code
- Experience identifying trends to inform service improvements
Why work at Community Gateway?
We are a values-based organisation who truly care about our employees, their health, safety and wellbeing. We aim for a great employee experience and that includes offering a range of benefits. Our holiday entitlement starts at 26 days plus bank holidays (including your birthday off and Christmas closure!). We also offer a great pension scheme where CGA will pay in contributions up to 10%, a company-paid health cash plan for you and your dependants (including 24/7 GP), enhanced sick pay and parental leave, reward and recognition scheme, wellbeing support, training and development and much more.
Inclusion is key for us. We would love to hear from people from diverse backgrounds for this role, those who may be underrepresented in our organisation. We aim to be reflective of the communities in which we operate and if you speak a second language this can come in handy!
Working arrangements:
This role is based at our gorgeous dockside offices in Preston. We offer flexibility wherever possible to accommodate our business and your personal needs.
A bit more about us:
Community Gateway own and manage almost 7000 homes across the city of Preston, but we are so much more than just a landlord. We aim to offer great customer service, providing safe, well-maintained and affordable homes, and making a positive difference to the communities in which we work. We make sure that we manage our business to the highest of standards and are working to create a sustainable future. And finally, we want to be a great place to work….so if you think you have the skills, experience and can live our values, then we want to hear from you.
If you haven't done so already, check out our candidate pack on our website for more about us and top tips for your application.
Dates for your diary:
The closing date for this role is Sunday 14th June 2026 at midnight with interviews held on Thursday 18th and Monday 22nd June 2026. We reserve the right to close this vacancy early so you are encouraged to apply as soon as possible.
Complaints Advisor in Blackburn employer: Community Gateway Association
Community Gateway is an exceptional employer that prioritises employee wellbeing and development, offering a generous holiday entitlement starting at 26 days plus bank holidays, a robust pension scheme, and comprehensive health benefits. Located in the picturesque dockside offices of Preston, we foster a supportive and inclusive work culture where diverse backgrounds are celebrated, and employees are encouraged to grow through training and recognition initiatives. Join us to make a meaningful impact in the community while enjoying a fulfilling career in a values-driven organisation.
Contact Details:
Community Gateway Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Advisor in Blackburn
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Community Gateway. Understand their values and mission, and think about how your experience aligns with their goals. This will help you show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to complaints handling and customer service. Think of specific examples from your past experiences that demonstrate your skills and how you’ve resolved issues effectively.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and concise in your answers. Remember, as a Complaints Advisor, you'll need to communicate well with customers, so let your personality shine through while remaining professional.
✨Tip Number 4
Don’t forget to ask questions! At the end of the interview, have a couple of thoughtful questions ready about the role or the team. This shows your enthusiasm and helps you determine if the company is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Complaints Advisor in Blackburn
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Advisor role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you’re genuinely interested in the position!
Show Off Your Communication Skills:Since excellent communication is key for this role, use clear and concise language in your application. Don’t forget to proofread for any typos or errors – we want to see your attention to detail shine through!
Demonstrate Your Organisational Skills:In your application, give examples of how you've managed multiple priorities in the past. We love seeing candidates who can juggle tasks effectively, so share any relevant experiences that showcase your organisational prowess.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you can check out more about our values and what it’s like to work with us!
How to prepare for a job interview at Community Gateway Association
✨Know the Complaints Handling Code
Familiarise yourself with the Housing Ombudsman's Complaint Handling Code. This will not only show your commitment to best practices but also help you articulate how you would handle complaints effectively during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills, especially in handling complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your problem-solving abilities.
✨Demonstrate Organisational Skills
Be ready to discuss how you manage multiple priorities and deadlines. Share specific strategies or tools you use to stay organised, as this role requires strong organisational skills to coordinate the complaints process efficiently.
✨Emphasise a Solution-Focused Approach
During the interview, convey your positive, solution-focused mindset. Discuss how you approach challenges with a constructive attitude and provide examples of how you've turned complaints into opportunities for improvement in previous roles.
