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 strong communication skills required.
The predicted salary is between 31000 - 31000 £ per year.
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 Preston employer: Community Gateway Association
Community Gateway is an exceptional employer that prioritises the health, safety, and wellbeing of its employees while fostering a supportive and inclusive work culture. With generous benefits such as 26 days of holiday plus bank holidays, a robust pension scheme, and opportunities for professional development, we empower our team to thrive in their roles. Located in the picturesque dockside offices of Preston, we are committed to making a positive impact in our community and ensuring that every employee feels valued and heard.
Contact Details:
Community Gateway Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Advisor in Preston
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Community Gateway. Understand their values and mission, especially around customer service and community impact. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Complaints Advisor, you'll need to communicate effectively with customers and colleagues. Try role-playing common scenarios with a friend or family member to boost your confidence and refine your approach.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you've successfully resolved complaints or improved processes. Be ready to discuss these during your interview to demonstrate your proactive and solution-focused mindset.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Complaints Advisor in Preston
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Advisor role. Highlight your relevant experience in customer service and complaints handling, and show us how your skills align with our values and the job description.
Show Off Your Communication Skills:Since excellent communication is key for this role, use clear and concise language in your application. We want to see how you can articulate your thoughts effectively, both in writing and verbally, so don’t hold back!
Attention to Detail is Crucial:Pay close attention to the details in your application. Double-check for any typos or errors, as these can make a big difference. We appreciate candidates who take the time to present their best selves!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you have all the latest information about the role and our organisation. Don’t miss out!
How to prepare for a job interview at Community Gateway Association
✨Know Your Stuff
Before the interview, make sure you understand the Housing Ombudsman's Complaint Handling Code and best practices in complaints handling. Brush up on your knowledge of customer service principles and be ready to discuss how you've applied them in past roles.
✨Showcase Your Communication Skills
As a Complaints Advisor, excellent communication is key. Prepare examples of how you've effectively communicated with customers, especially in challenging situations. Practise articulating your thoughts clearly and confidently, both verbally and in writing.
✨Demonstrate Organisational Skills
Be ready to talk about how you manage multiple priorities and deadlines. Think of specific instances where your organisational skills made a difference in resolving complaints or improving service. This will show that you can handle the demands of the role.
✨Emphasise a Solution-Focused Approach
Employers love candidates who can think on their feet. Prepare to discuss how you've turned complaints into opportunities for improvement. Highlight your positive attitude and willingness to find solutions, as this aligns perfectly with the values of Community Gateway.
