Complaints Advisor

The Vacancy

Who we're looking for

If things go wrong with our service, we always do our best to put things right. Sometimes, things don't always go to plan: which is when our complaints team steps in. Managing and investigating customer complaints, you'll use your brilliant communications skills to build relationships and reach resolutions. You'll use your energy, knowledge and enthusiasm to understand where things have gone wrong, showing empathy to the customer and creatively finding a way to put things right.

Knowing your role, systems and service inside out, you'll identify the best ways for us to help our customers. You'll use your influencing skills across other teams and drive innovative solutions ensuring that we resolve issues quickly and our customers never have to tell us twice about the same thing.

We're looking for someone who role models our behaviours and skills and takes personal accountability for delivering great customer service. You'll be naturally curious, always looking for ways to improve customer service and reflect our brand personality consistently.

When we're hiring, we look for people who connect with our KOSMIHC values:

• We know our stuff




• We make it happen




• We care

Closing date for applications is 3 September 2026

The Company

Hello. We're RHP. Our purpose is to provide safe, secure homes - opening the door to life opportunities. We own and manage over 11,000 homes for social rent and shared ownership, and plan to build more over the next 12 months.

Our employees enjoy working for us, and we've been recognised as an excellent employer through several prestigious awards, including being named as a Top Employer for three years in a row. In recent years we've also gained Gold accreditation as part of the Mind Workplace Wellbeing Index and were named as Family Friendly Employer of the Year at the Personnel Today Awards.

We're a Disability Confident Employer, which means we're committed to inclusive recruitment practices.

If you want to make a difference to our customers, colleagues and beyond, we're the place for you.

Connected through difference

We embrace and understand the value diversity brings - it can only make us better and stronger. That's why a key part of our culture is to create an environment where everyone can be themselves and is treated fairly and equally. It's important to us that you feel valued, appreciated, and free to be who you are.

Perks of the Job

Our aim is to be an excellent employer and create a healthy work environment so you can be the best version of yourself. Our flexible Life Matters benefits package has been designed around the things our people value most to give you choice around what you need to live well at work, rest, and play - you'll have access to all these benefits during your time with us.

Life Matters has six main elements:

Mind Matters

Mind Matters Champions are RHP Group employees who've been trained to recognise the signs of mental health problems in the workplace, guide you towards professional help, and support you through difficult moments.

Our Engagement Champions Group (ECG)

is the heartbeat of the organisation and the voice of our employees. They welcome your views about working at RHP so they can share information, take ideas forward and make changes across the business.

Your Simplyhealth membership offers you access to up to six structured counseling sessions with an experienced counselor if it's more formal support you need.

Body Matters

From your first day with us, we pay for Level 5 cover with Simplyhealth. This helps you to claim money back on the cost of everyday healthcare, like eye tests, trips to the dentist and physiotherapy. You can also choose to top up your membership the Level 6 (currently the highest level available).

The health of our employees is important, so we offer free flu jabs to all employees and Hepatitis B jabs to caretakers and first aiders.

We offer bike loans through the government scheme (Cyclescheme). You'll get tax-free, National Insurance free and interest-free help with the cost of buying a bike and equipment.

Soul Matters

Work should be something you do, not somewhere you go. Our Work Well, Live Well approach to flexibility is designed so you can be the best version of yourself, get the best out of life and achieve a great outcome for our customers. Flexible working isn't just home working: it includes flexing your hours to suit you, breaking up your hours throughout the day, working remotely from another location, and buying and selling holidays.

Giving back

to the community is important to our people. Most companies only allow one day a year for volunteering activities, but at RHP employees who work more than 18 hours a week can have up to two days.

Our social purpose is strong, and our employees value the opportunity to give back to the local community, so having a nominated charity is important. All our fundraising efforts are currently for The Vineyard Community Centre in Richmond.

We offer 29 days' annual leave and paid leave for eight bank holidays from 1 April to 31 March. For part-time workers, your holiday and bank holiday entitlement is pro-rata. For the times when you have something special planned or need a little extra in your bank account, you can buy or sell your holiday.

Money Matters

Fancy an easy pay rise? Start a pension and there you have it! Pensions can be confusing, but the truth is, they're just a tax-free pot of cash you and RHP pay into, as a way of saving for retirement. We have one pension scheme - a Defined Contribution (DC). If you meet the criteria you'll automatically be enrolled in our DC pension scheme. You contribute 3% and we're committed to matching and doubling that, from 6% up to a maximum of 11.3%.

We're committed to reviewing salaries every year. And we're a London Living Wage employer, which means we're voluntarily taking a stand to make sure your payment covers the cost of important stuff - like rent and food bills.

We know there may be times where you need to make big purchases upfront and could do with some help. That's why we have a choice of four interest-free loans that you pay back over a 12-month period: for help with paying for a digital device, season ticket, tenancy deposit, or fertility treatment.

Most of us have some form of personal finance outstanding, like credit cards, and often we may be paying high-interest rates. Salary Finance offers you a way to pay off your debts quicker, at a lower cost, and boost your savings.

Family Matters

We offer Birth, Adoption, Surrogacy and Partner Leave to help you make time for the people that matter most.

We offer extra paid leave to support you with moving to a new house, caring for someone, getting married, becoming a grandparent, or dealing with bereavement.

We offer an interest-free fertility loan for any employee who is going through fertility treatment, as we know the financial impact it can have.

Recognition Matters

Showing appreciation for all things - big and small - goes a long way. It's only polite after all. But it's powerful too. That's why when someone goes out of their way to help a colleague, they can dip into our 'thank you cupboard' and choose from a range of gifts.

Each quarter, we also recognise colleagues who have gone above and beyond to deliver our values through our Spotlight Awards, a company-wide celebration where every winner receives a cash reward.

Working at RHP

Values We Live By

We Know Our Stuff

We build trust and confidence by being experts in what we do. Our knowledge and skills enable us to get the most important stuff right - providing an excellent service and keeping our customers, our homes and each other safe. We embrace change and recognise when we need to adapt, learn and develop new skills.

We Make It Happen

We show accountability, energy and passion for finding speedy resolutions and people will trust that we'll do what we say we will. We'll use collaboration and creativity to work together to find better ways of doing things. We don't stand on the side-lines and get involved in a way that's meaningful for us. We find joy in what we do and will have fun along the way.

We Care

We care about providing an amazing service to our customers and each other. We treat people as individuals and show empathy by putting ourselves in their shoes. We really listen, being present for both customers and colleagues - making them feel in safe hands. We care about what happens today and tomorrow for our people, communities, homes and the planet.

Testimonials

John
\"I'm now a New Business Project Manager in our Development Team, directly helping to fulfil our purpose of providing safe, secure homes - opening the door to life opportunities. If you want to aspire to something or a new role then go for it: be the change you want to see.\"

Donna
\"I knew I could do this role as I had the experience and the knowledge, so I just had to show this at the interview and not let nerves get the better of me. I joined the People Team in November 2023. It's challenging at times, but I'm loving it.\"

Laura
\"As I transitioned into management, the level of freedom to try new things and opportunities for training really made all the difference. I had great support in developing some essential management skills and I have found increased confidence in myself and in my ability to try new things.\"

Nigel
\"Through the apprenticeship I'm not only getting on the job learning but I'm also getting funded to gain a surveying qualification. I'm so grateful to RHP for taking a chance on me and helping me progress my career in this way!\"