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- Tasks: Lead fair investigations and ensure positive outcomes for customer complaints.
- Company: Join Amplius, a company dedicated to improving customer experiences.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference by championing a positive complaints culture.
- Qualifications: Experience in handling complex complaints and strong communication skills required.
- Other info: Dynamic role with potential for career advancement in a supportive environment.
The predicted salary is between 28000 - 40000 £ per year.
Rushden, Boston, Peterborough or Milton Keynes (Hybrid Working) £34,000 Permanent, Full Time Hybrid – weekly presence required in either Rushden, Boston, Peterborough, or Milton Keynes office
Your week: Full Time (Mon to Fri, 9am to 5pm)
As a Complaint Resolution Officer at Amplius, you’ll deliver a high‑quality, customer‑focused complaint resolution service that ensures fair outcomes, learning and continuous improvement. You’ll champion a positive complaints culture and ensure compliance with the Housing Ombudsman Service Complaint Handling Code.
Snapshot of your role:
- Lead fair, evidence‑based complaint investigations, ensuring responses meet regulatory codes and internal timescales.
- Act as an impartial advocate for customers, maintaining clear, empathetic communication throughout the complaint journey.
- Promote a positive complaints culture and work collaboratively with colleagues, contractors and stakeholders.
- Track and monitor all actions and commitments to ensure timely completion and improved customer outcomes.
- Identify lessons learned from complaints and support service improvements across the organisation.
- Maintain accurate CRM Dynamics records and award compensation in line with policy where service failures occur.
What we’re looking for:
- Experience of working in a fast‑paced environment and handling complex customer complaints in social housing, public services or regulated sectors.
- Ability to investigate issues thoroughly, assess evidence and deliver fair, transparent outcomes.
- Experience collaborating with multiple internal teams and external contractors.
- Track record of meeting performance targets related to complaint handling or customer satisfaction.
- Strong communication skills, including supporting customers in vulnerable circumstances and excellent time management skills.
- Understanding of the Housing Ombudsman’s Complaint Handling Code and complaint resolution principles.
Please read the attached Job Description before applying so you get the full scope of the role.
Timeline:
- Closing: 16th February
- Phone Screenings: 23rd February
- On Site Interviews: 3rd March
DBS clearance may be required for this role. We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.
Important - We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.
Complaint Resolution Officer in Rushden employer: Inside Housing Management
Contact Detail:
Inside Housing Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Resolution Officer in Rushden
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Amplius and their approach to complaint resolution. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Complaint Resolution Officer, you'll need to communicate clearly and empathetically. Try role-playing common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Prepare examples from your past experience! Think of specific situations where you've successfully resolved complaints or improved processes. This will demonstrate your ability to handle complex issues effectively.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site for the best chance of landing that interview. Plus, it shows you're proactive and keen to join the team!
We think you need these skills to ace Complaint Resolution Officer in Rushden
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, make sure to read the job description thoroughly. It’ll give you a clear idea of what we’re looking for in a Complaint Resolution Officer and help you tailor your application to match our needs.
Showcase Your Experience: When writing your application, highlight your experience in handling complex customer complaints, especially in social housing or regulated sectors. We want to see how your background aligns with the role, so don’t hold back!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate good communication skills, so let your writing reflect that right from the start!
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Inside Housing Management
✨Know Your Stuff
Make sure you’re familiar with the Housing Ombudsman Service Complaint Handling Code and the principles of complaint resolution. Brush up on your knowledge of the social housing sector and be ready to discuss how you’ve handled complex complaints in the past.
✨Show Empathy
As a Complaint Resolution Officer, empathy is key. Prepare examples that showcase your ability to communicate clearly and compassionately with customers, especially those in vulnerable situations. This will demonstrate your understanding of the role's demands.
✨Be Evidence-Based
During the interview, highlight your experience in conducting thorough investigations and making fair, evidence-based decisions. Be ready to discuss specific cases where you’ve successfully resolved complaints and what you learned from them.
✨Collaborate and Communicate
Emphasise your ability to work collaboratively with internal teams and external contractors. Prepare to share examples of how you’ve tracked actions and commitments to ensure timely resolutions, as well as how you’ve contributed to a positive complaints culture.
