At a Glance
- Tasks: Manage high-volume stage two complaints and ensure fair outcomes for customers.
- Company: Join a high-performing, customer-focused team in the Coventry area.
- Benefits: Earn £15.27 per hour with flexible full-time or part-time hours.
- Other info: Work Monday to Friday between 9:00am – 5:00pm.
- Why this job: Immediate start with potential for extension in a reputable organisation.
- Qualifications: Experience in handling high-volume complaints within a regulated environment is essential.
The predicted salary is between 15.27 - 15.27 £ per hour.
We are currently recruiting for a Complaints Officer (Stage Two) to join a high‑performing, customer‑focused team on an initial 12‑week temporary assignment, with the potential for extension. The role is full‑time or part‑time (flexible working considered), based onsite in the Coventry area, working Monday to Friday between 9:00am – 5:00pm, paying £15.27 per hour.
As a Complaints Officer, you will take ownership of complex stage two complaints, ensuring fair and reasonable outcomes for customers while working within regulatory frameworks and delivering excellent service standards in a fast‑paced housing environment.
Key Responsibilities of the Complaints Officer:- Manage a high‑volume caseload of stage two complaints from investigation through to resolution
- Liaise with customers, internal teams, and external stakeholders to gather information and resolve cases effectively
- Ensure all complaints are handled in line with Housing Ombudsman guidelines and internal policies
- Deliver clear, high‑quality written responses, including final response letters and outcomes
- Maintain accurate records and case management notes with a strong audit trail
- Monitor performance against KPIs and quality standards
- Identify risks and prevent unnecessary escalations through early resolution
- Handle complaints across multiple channels including email, phone, social media, and written correspondence
- Experience handling high‑volume complaints within a regulated environment (essential)
- Strong understanding of complaint handling processes and regulatory requirements
- Excellent written and verbal communication skills, with the ability to manage sensitive situations
- Strong organisational skills with the ability to prioritise workload effectively
- Experience building relationships with a wide range of stakeholders
- High attention to detail and strong problem‑solving abilities
- Experience within housing, social housing, or a similar sector
- Multi‑channel customer service experience (phone, email, social media)
- Immediate start
- Full‑time or part‑time hours available (Mon–Fri, flexible within 9am–5pm)
- £15.27 per hour
- Potential for extension
- Opportunity to gain experience within a reputable organisation
- Work as part of a driven, results‑focused and supportive team
Complaints Officer in Coventry employer: KCGroup
This role offers the chance to work in a supportive team focused on delivering excellent service standards. Located in Coventry, the position provides flexibility in working hours and the opportunity to gain valuable experience in the housing sector. The organisation prioritises fair outcomes for customers while adhering to regulatory frameworks.
