At a Glance
- Tasks: Manage customer complaints and deliver fair, high-quality outcomes.
- Company: Purpose-driven housing provider focused on community and customer service.
- Benefits: Earn £17.65 per hour, paid weekly, with a collaborative office environment.
- Other info: Join a supportive team dedicated to continuous improvement and social impact.
- Why this job: Make a real difference in people's lives while developing your problem-solving skills.
- Qualifications: Strong communication skills and ability to handle complex complaints.
The predicted salary is between 17.65 - 17.65 £ per hour.
Your new company
The organisation is a purpose-driven housing provider dedicated to building strong, thriving communities and improving people’s lives through quality homes and customer-focused services. With a clear focus on putting customers first, it delivers safe, well-managed housing while ensuring services are fair, transparent, and responsive. The organisation works collaboratively with customers, partners, and regulators to maintain high standards, promote accountability, and continuously improve, all within an inclusive culture built on integrity, respect, and social impact.
Your new role
We’re looking for a highly motivated Complaints & Customer Care Officer (Stage Two) to join our high-performing team. In this role, you’ll take ownership of complex customer complaints, delivering fair, balanced, and high-quality outcomes that align with regulatory standards and our commitment to excellent service. You’ll play a crucial role in ensuring customers receive thorough investigations and clear resolutions, while supporting compliance with the Housing Ombudsman Code and driving continuous improvement across our services.
What you'll need to succeed
In this role, you will manage a high-volume caseload of Stage Two complaints, conducting thorough investigations and delivering fair, well-documented outcomes in line with regulatory requirements. You will communicate effectively with customers and stakeholders across multiple channels, produce high-quality response letters, and ensure all cases are accurately recorded. With a strong focus on performance and quality, you will proactively manage risks, prevent escalations, and prioritise your workload to deliver timely, consistent, and customer-focused resolutions.
What you'll get in return
This role is offering £17.65 per hour including holiday, which is paid on a weekly basis. You will be required to work in office based in Coventry, enabling you to collaborate with the wider team and immerse yourself in the role.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Complaint Officer in Coventry employer: Hays
As a purpose-driven housing provider, our organisation is committed to fostering strong communities and enhancing lives through quality homes and exceptional customer service. We pride ourselves on our inclusive culture that values integrity and respect, offering employees the opportunity to grow within a supportive environment while making a meaningful impact in the community. Working in Coventry, you will benefit from a collaborative team atmosphere, competitive pay, and the chance to contribute to continuous improvement in our services.
