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- Tasks: Manage and resolve tenant complaints, ensuring quality housing services.
- Company: Well-established housing association dedicated to tenant satisfaction.
- Benefits: Flexible working options, meaningful impact, and career development opportunities.
- Why this job: Make a real difference in tenants' lives while developing your skills.
- Qualifications: Experience in housing or regulated complaint management is essential.
- Other info: Supportive team environment with opportunities for growth.
Join a well-established housing association in a fulfilling role that truly makes a difference to tenants’ lives. This Complaints Officer role offers the chance to manage and resolve complaints across housing services, helping ensure safe, quality homes and services that tenants can trust. The role operates within a regulated and supportive environment, providing consistent, meaningful work.
You’ll be delivering end-to-end case management of complaints that escalate beyond the informal stage, often dealing with sensitive and complex issues. This is a rewarding role for someone who values person-centred service, empathy, and proactive problem-solving, while collaborating across teams to improve services.
As a Complaints Officer, you will:
- Investigate and resolve complaints thoroughly, effectively, and in a timely manner.
- Maintain consistent and clear communication with tenants throughout the complaints process.
- Build relationships with internal stakeholders to gather information and identify root causes.
- Produce high-quality outcome letters and reports for tenants, outlining actions taken.
- Identify trends and recurring issues to support service improvements.
We’d love to hear from anyone who has:
- Essential: Experience working in housing, housing management, or tenancy services.
- Essential: Experience dealing with Housing Ombudsman processes, or at a minimum, complaints experience in a regulated environment such as finance, energy, or similar.
- Experience managing high-volume, end-to-end complaint cases (expect to manage 15–20 cases at different stages).
- Confidence liaising directly with tenants and collaborating with internal teams.
- Strong written and verbal communication skills, able to produce professional letters and reports.
- The ability to manage competing priorities and adapt to changing circumstances.
Key requirements for this role:
- Commitment to delivering a high-quality, tenant-focused service.
- Knowledge of housing services and regulatory standards is essential.
- Ability to work independently and as part of a team in a busy, regulated environment.
The role is offering the following benefits:
- Office-based with flexibility to work from home depending on business needs.
- A meaningful role where you’ll directly impact tenants’ satisfaction and wellbeing.
- A supportive, collaborative, and tenant-focused working environment.
- Opportunity to develop your career in housing and customer experience.
This role is based primarily at the housing association’s offices in Birmingham, with occasional travel across housing schemes as required. The location is well-connected by road and public transport, making travel straightforward.
If this Complaints Officer role sounds like your next opportunity, please apply now or contact Ryan at (url removed).
Complaints Handler in Birmingham employer: Niyaa People Ltd
Contact Detail:
Niyaa People Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work in complaints handling. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. Think about your past experiences and how they relate to the role. We want you to shine when discussing your problem-solving skills!
✨Tip Number 3
Showcase your empathy and communication skills during interviews. Use examples that highlight how you've effectively managed complaints in the past. Remember, it's all about making a connection with the interviewer!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Handler in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in housing and complaints management. We want to see how your skills align with the role of a Complaints Officer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear, concise, and professional. We love seeing well-structured letters and reports, so take the time to proofread and polish your writing before hitting send.
Highlight Your Problem-Solving Abilities: In your application, share examples of how you've effectively resolved complaints or managed complex issues in the past. We’re looking for proactive problem-solvers who can demonstrate their ability to handle sensitive situations with empathy.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensures you’re considered for this meaningful role in our team!
How to prepare for a job interview at Niyaa People Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of housing services and regulatory standards. Familiarise yourself with the Housing Ombudsman processes, as this will show that you’re serious about the role and understand the environment you'll be working in.
✨Showcase Your Empathy
As a Complaints Officer, empathy is key. Prepare examples from your past experiences where you've successfully managed sensitive complaints. This will demonstrate your ability to handle complex issues while maintaining a person-centred approach.
✨Communication is Key
Practice your written and verbal communication skills. Be ready to discuss how you would maintain clear communication with tenants throughout the complaints process. You might even want to prepare a sample outcome letter to showcase your writing style.
✨Be Ready to Problem-Solve
Think of specific instances where you identified trends or recurring issues in complaints and how you addressed them. This will highlight your proactive problem-solving skills and your ability to collaborate with internal teams to improve services.
