Customer Relations Officer - Complaints (Fixed Term Contract until April 2026) Join to apply for the Customer Relations Officer - Complaints (Fixed Term Contract until April 2026) role at Origin Housing Customer Relations Officer - Complaints (Fixed Term Contract until April 2026) Join to apply for the Customer Relations Officer - Complaints (Fixed Term Contract until April 2026) role at Origin Housing Get AI-powered advice on this job and more exclusive features. This range is provided by Origin Housing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Customer Relations Officer; Complaints £44,632 pro rata pa Origin – Great homes, positive people and strong communities An inspiring past and a bright future A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities. Here at Origin, we trace our roots back 100 years, building and managing high quality homes as well as providing support services and housing for those who are most vulnerable in London and Hertfordshire. We work to provide safe, decent affordable homes and support for individuals and communities. Focused on our residents, our driving ambition is to provide services that make people’s lives easier, and homes and communities they can be proud to live in. We are ‘not for profit’ and reinvest all our surpluses back into our varied and vibrant neighbourhoods. The role – Customer Relations Officer; Complaints We’re looking for a highly experienced Complaints Relations Officer to deliver a professional customer experience for our residents who have made a complaint. You will be responsible for your own complaints workflow and caseload from day one, and you\'ll need to hit the ground running. You need the skills and knowledge to conduct thorough, high quality and resident focussed investigations, remaining resolution focussed throughout. We’re big on communication, so you’ll need to regularly keep residents updated throughout your investigation. Our vision is to provide the best possible complaint service for our residents, making sure we overcome any obstacles to provide our response on time, and to a high standard. You will need to demonstrate you’ve understood the root-cause of a complaint, and actively build (or re-build) trusted relationships with residents so they feel heard and have confidence we’ll learn from their experience. What You’ll Do This role isn’t about closing cases and hitting KPIs – although that needs to be done too - it’s about meaningfully resolving concerns and developing positive relationships along the way. As a result, the Customer Relations Officer needs to be comfortable working in a dynamic and responsive way whilst being truly focused on service. You will Investigate and resolve complaints, focusing on enhancing the delivery of our services and the relationship with our residents Take responsibility to manage your own complaint caseload effectively, with autonomy and to a high, professional standard Role model complaint handling excellence, record keeping and time management What You’ll Need We’re looking for someone who has: Strong and excellent written skills with the ability to produce high quality, professional and comprehensive complaint resolution outcome letters – we’ll assess this during the interview process Expert problem-solving skills to effectively investigate complaints Self-discipline to work independently and be proactive when resolving complaints Experience of working collaboratively with other internal departments with a strong, demonstrable passion for forging excellent working relationships, using your fine-tuned abilities, and influencing skills, to work collaboratively whilst focussing on the outcome for our residents. Effective team player who can work collaboratively with residents, colleagues, and senior stakeholders. Desirable: Experience of working in the housing sector Experience of managing a complaint’s caseload Our Values Our core values are at the heart of how we work Take the lead Create energy Build trust Be generous Stay grounded Remember the little things We\'re committed to the wellbeing of our people and in creating an environment that promotes diversity, equity, inclusion and belonging. Our Benefits To You Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working. Competitive salary of £44,632 pro rata pa A generous 25-day holiday allowance pro rata per annum plus bank holidays, that increases with time, with the opportunity to buy and sell leave 2 additional ‘giving something back’ volunteer days A pension scheme with contributions from 4% - 8% of your salary Family leave, compassionate leave and enhanced maternity pay Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians Interest free loans to help spread the cost of a season ticket or another big purchase Annual staff conference, team away days and annual team meal allowance Access to Perk Box for fantastic savings on everyday purchases and much more Free employee assistance programme Opportunities to join staff network groups Refer a friend bonus We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role. Tell us your story We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter (in no more than 500 words) detailing how your skills and experience meet the job description for Customer Relations Officer outlined above. Closing date for applications: Sunday 16 June 2025 Please note that suitable candidates will be invited to interview throughout the application window and therefore the vacancy may close at short notice. However, all candidates will be advised of the outcome of their application and therefore interested candidates are encouraged to apply at their earliest convenience. We are a registered social landlord, managing over 7,000 homes in London and Hertfordshire. We provide affordable housing in our communities as well as related care and support services to the people who live in them. 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Contact Details:
Origin Housing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer - Complaints (Fixed Term Contract until April 2026) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Origin Housing.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Origin Housing. The earlier you apply, the better your chances, so keep your finger on the pulse!
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Origin Housing.
How to prepare for a job interview at Origin Housing
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Origin Housing's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Origin Housing offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
