At a Glance
- Tasks: Manage complaints, advocate for residents, and ensure effective resolutions.
- Company: Join a dynamic housing association committed to community and employee growth.
- Benefits: Generous pension, 29 days leave, eye care vouchers, and professional development opportunities.
- Other info: Inclusive workplace welcoming diverse applicants to foster a vibrant team culture.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: Strong interpersonal skills and experience in complaint handling are essential.
The predicted salary is between 33900 - 42000 £ per year.
Hours: 35 hours (full time)
Location: ISHA, 102 Blackstock Road, Finsbury Park, N4 2DR
Salary: £39,159
Contract: Permanent contract
Application Process:
- Please apply with your CV and a covering letter telling us:
- (a) After reading the job description and person spec, why you feel you are a great fit, and how your experience matches the skills and requirements of the role?
- (b) What is the most satisfying resolution you’ve achieved for a complainant, and what made it so satisfying?
- (c) How you ensure you and your colleagues are motivated and supported in a busy complaints service.
- (d) Anything else you want us to know about you.
Please note: We can only accept applications from candidates with eligibility to currently work in the UK.
Deadline: 9:00 am 14 January 2026
Interview: To be confirmed, In person at 102 Blackstock Road.
Requirements:
We are looking for an energetic complaints-handler, with a laser focus on customer service and resolution, to join us as a member of our relatively new Culture, Communications and Involvement directorate. This is a permanent contract to help us strengthen the complaints and resolution service using our recently onboarded housing and case management system. This is a great opportunity to use your Customer Service skills and experience to help put things right for our residents and develop good, effective working relationships with colleagues across ISHA and with our external contractors.
Some of the key responsibilities of the role include:
- To manage ISHA’s complaints process including:
- Manage the complaints email mailbox
- Record complaints into our IT/digital systems
- Liaise with relevant departments or stakeholders to progress complaints investigations
- Adhere to deadline targets
- Maintain accurate record of correspondence
- Provide full, accurate and timely responses to residents and stakeholders
- Record outcomes and actions that result from complaints
- Advocate for residents’ rights and interests, ensuring concerns are resolved fairly
- Obtain and coordinate information and inputs from colleagues to resolve complaint issue(s), including any sign-off/approval from relevant managers/teams if required
- To develop and maintain collaborative and productive relationships with all staff and teams to support effective complaint management and resolution
- To support the Complaints and Resolution Manager and contribute to the day-to-day management of the Complaints Team service
- To contribute to the continuous improvement of services through learning from complaints
You:
We are seeking a proactive and committed individual with strong interpersonal skills who can provide an efficient and customer-focused service to our residents and colleagues. This is a busy and varied role, so we’re looking for someone with excellent interpersonal skills, who can adapt to a fast-paced working environment while ensuring consistency and the highest standard of complaint responses and reporting. Housing experience would be beneficial, but we welcome applicants with strong complaint handling experience from other sectors. You need to be flexible, proactive, and enthusiastic, and have excellent communication and influencing skills. It is essential that you have the ability to build and maintain great working relationships with colleagues to achieve results whilst under time pressures. A great sense of humour will serve you in good stead working in our busy, fast-paced office.
Don’t feel you meet every single requirement? Studies have shown that some candidates are less likely to apply to jobs unless they meet every single requirement. At ISHA, we are dedicated to building an inclusive workforce, so if you’re excited by this role but your experience doesn’t quite align perfectly, we encourage you to apply anyway. You just might be the right candidate for this, or other roles, because of your transferable skills.
Other Information:
About ISHA: We are a small but ambitious housing association at a critical juncture. Our ambition is for the communities we are anchored in and exist to serve, and we have done and achieved much over the past few years. But in these challenging times we know we’ll achieve nothing unless we are equally ambitious for our own people. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. We strive to build a more diverse organisation, where everyone feels empowered to bring, and be, their best self to work. We can’t be a brilliant landlord if we don’t partner with brilliant colleagues. Could you be one of them and be trusted to make the difference? If this sounds exciting, we want you on our team. Please do apply.
Staff Benefits: We’ll offer you a generous pension scheme (up to 10% employer matched contributions and a death in service benefit), 29 days annual leave (increasing after five years’ service), eye care vouchers, a cycle to work scheme and other great benefits. We have an evolving wellbeing offer, that is being developed following employee feedback, and we will invest in your professional development with ongoing training and career development opportunities.
Inclusion and Diversity: We want ISHA to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBTQ+, disabled and neurodiverse communities to make a real difference to our residents so that passionate commitment to customers, respect for everyone, pride in Team ISHA and trusted to make the difference remains at the heart of everything we do.
Asking for adjustments: ISHA is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview, or assessment process, including providing information in an alternative format, please contact us.
This role is based at our Head Office but there is some flexibility to work some days at home if the role permits and with manager permission.
Complaints and Resolution Officer in London employer: Islington and Shoreditch Housing Association
ISHA is an excellent employer that prioritises employee wellbeing and professional growth, offering a generous benefits package including a robust pension scheme, 29 days of annual leave, and ongoing training opportunities. Our inclusive work culture fosters collaboration and diversity, ensuring that every team member feels valued and empowered to make a meaningful impact in the communities we serve. Located in Finsbury Park, our dynamic environment encourages innovation and supports a healthy work-life balance, making it an ideal place for passionate individuals to thrive.
Contact Details:
Islington and Shoreditch Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Resolution Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Islington and Shoreditch Housing Association. 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 Islington and Shoreditch Housing Association 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 and Resolution Officer in London
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 Islington and Shoreditch Housing Association:Your cover letter is your chance to shine! Tell us why you want to work at Islington and Shoreditch Housing Association 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 Islington and Shoreditch Housing Association!
How to prepare for a job interview at Islington and Shoreditch Housing Association
✨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.
