At a Glance
- Tasks: Manage and resolve customer complaints with empathy and professionalism.
- Company: Join a not-for-profit housing association dedicated to making a difference.
- Benefits: Enjoy up to 30 days holiday, medical cash plan, and discounts through Perkbox.
- Other info: Inclusive culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in people's lives while developing your skills.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 33991 - 40000 £ per year.
Permanent, Full Time – 35 hours per week (agile working arrangements in place)
Closing date: 14th August 2026
Interview date: 18th August 2026
Interview location: Oaklands House, Suite 2, Second Floor, Oaklands House, 34 Washway Road, Sale, M33 6FS
Our organisation is all about people – the people who live in our homes, the communities we serve, and those we work with. So, it’s no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done. As a not-for-profit housing association, providing affordable homes and services to more than 20,000 people across Greater Manchester. We have a strong social purpose and make it our mission to enable people to live well in their home and community.
This role will help us to do this by managing complaints through to resolution, ensuring Irwell Valley Homes complies with the Housing Ombudsman Complaint Handling Code, regulatory standards, internal policies and compensation procedures. You’ll provide clear, fair, and empathetic support to customers, keeping them informed throughout the complaints process and ensuring each case is investigated impartially and resolved appropriately. Working collaboratively with managers and teams, you’ll identify service failures, agree actions to put things right and support learning and improvement from complaints.
In this role, you will be responsible for:
- Managing Stage 1 complaints through to resolution within required timescales.
- Working with managers on complex cases, challenging decisions where appropriate and agreeing sustainable resolutions.
- Producing clear, concise and well-reasoned complaint responses, referencing policy, law and good practice where relevant.
- Engaging with customers who remain dissatisfied after Stage 1 and seeking to resolve concerns where possible.
- Escalating complaints to Stage 2 where required, allocating cases to Heads of Service or senior managers.
- Recording learning from complaints in the HIVE and supporting managers to implement service improvements.
We need people who have:
- Knowledge of complaint handling, the Housing Ombudsman Complaint Handling Code, housing regulation and compensation procedures.
- Experience of complaint handling, investigations and managing cases through to resolution.
- Strong written and verbal communication skills, with the ability to produce clear, empathetic and professional responses.
- The ability to manage a varied caseload, meet deadlines, maintain accurate records and provide a clear audit trail.
- Resilience, empathy and confidence in managing challenging conversations fairly and professionally.
- IT literacy, including Microsoft Office 365 and housing/customer management systems.
Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
If you want to be part of our team and help us make a difference, we’d love to hear from you.
Complaints Officer in Manchester employer: Irwell Valley Homes
Irwell Valley Homes is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located in Sale, the company provides agile working options, allowing for a healthy work-life balance while empowering staff to make a meaningful impact in the lives of older individuals. With a commitment to exceptional customer service and a focus on developing skills in managing complex needs, this role presents a rewarding opportunity for those passionate about making a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Irwell Valley Homes. 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 Irwell Valley Homes 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 Complaints Officer in Manchester
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 Irwell Valley Homes:Your cover letter is your chance to shine! Tell us why you want to work at Irwell Valley Homes 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 Irwell Valley Homes!
How to prepare for a job interview at Irwell Valley Homes
✨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.
