At a Glance
- Tasks: Investigate and resolve customer complaints while improving service quality.
- Company: Join a passionate team dedicated to excellent customer service.
- Benefits: Competitive salary, professional development, and opportunities for meaningful impact.
- Other info: Fast-paced environment with opportunities for career growth.
- Why this job: Make a real difference in customer experiences and drive positive change.
- Qualifications: Customer service experience, strong analytical skills, and attention to detail.
The predicted salary is between 30266 - 30266 £ per year.
Location: Evesham, with travel to other sites, schemes or offices as required
Salary: £30,266 per annum
Make a Difference Through Excellent Customer Resolution
Are you a proactive problem-solver with excellent administrative and analytical skills?
Do you enjoy investigating issues, working with data, and helping customers achieve positive outcomes?
We're looking for a Complaints Liaison Officer to join our team and play a key role in delivering an efficient, customer-focused complaints service.
This is an exciting opportunity for someone who combines strong customer service skills with excellent attention to detail, technical capability, and a passion for continuous improvement.
As the first point of contact for complaints, you'll work closely with customers, colleagues, contractors and the Housing Ombudsman Service to ensure complaints are investigated thoroughly, resolved fairly, and used as an opportunity to improve our services.
What You'll Be Doing
As our Complaints Liaison Officer, you will
- Act as the first point of contact for customer complaints, ensuring enquiries are handled professionally and efficiently.
- Manage relationships and correspondence with the Housing Ombudsman Service, ensuring information requests are responded to within required timescales.
- Investigate Stage 1 complaints, working with colleagues to identify root causes and recommend appropriate resolutions.
- Support the investigation and resolution of Stage 2 complaints alongside senior managers and Heads of Service.
- Keep customers informed throughout the complaints process, providing clear and timely updates.
- Extract, analyse and interpret data from internal systems to support investigations, reporting and compliance requirements.
- Produce reports and complaint summaries, identifying trends, learning opportunities and service improvements.
- Work collaboratively with colleagues across the organisation to ensure complaint outcomes, actions and lessons learned are implemented effectively.
- Support performance monitoring and reporting through accurate record keeping and strong data management.
- Build positive working relationships with customers, contractors, insurers, solicitors and external agencies.
- What We’re Looking For
We're seeking an organised and resilient individual who thrives in a fast-paced environment and is committed to delivering excellent customer outcomes.
Essential Skills & Experience
- Experience working in a customer service, complaints handling or similar customer-focused role.
- Strong administrative and organisational skills with excellent attention to detail.
- Experience working within regulated policies, procedures or compliance frameworks.
- Excellent communication skills, with the ability to build positive relationships and manage challenging conversations.
- Strong analytical skills and confidence working with data and reporting.
- Advanced or intermediate Excel skills, with the ability to extract, analyse and present information effectively.
- Proficient in Microsoft Office applications and comfortable learning new systems.
- Ability to manage multiple priorities and meet deadlines.
- A proactive approach to problem-solving and continuous improvement.
- GCSE (or equivalent) Grade C/4 or above in Maths and English.
Desirable
- Experience within housing, social housing, or property services.
- Knowledge of Housing Ombudsman requirements and complaints handling.
- Experience using housing management systems.
- CIH Level 3 qualification or equivalent.
What Makes You Successful?
You will be someone who
- Puts customers at the heart of everything you do.
- Is confident interpreting information and identifying practical solutions.
- Enjoys investigating complex issues and finding resolutions.
- Takes ownership and follows through on commitments.
- Uses data and insight to drive service improvements.
- Works collaboratively and builds trust with colleagues and customers alike.
- Remains professional, resilient and positive when handling sensitive or challenging situations.
Why Join Us?
This is a fantastic opportunity to join a team that is passionate about delivering excellent customer service and making meaningful improvements to the customer experience.
You'll have the opportunity to influence positive change, develop your analytical and investigative skills, and contribute directly to improving services for our customers.
Closing date for applications: 9:00am on 16 September 2026.
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Complaints Liaison Officer in Evesham employer: Rooftop Housing Group
Join our dynamic team in Evesham as a Finance Business Partner, where you'll play a pivotal role in shaping financial strategies and driving impactful decision-making. We pride ourselves on fostering a supportive and inclusive work culture that values professional growth, offering you the chance to lead and develop your team while collaborating closely with senior management. With competitive compensation and a commitment to diversity, we invite you to be part of an organisation that truly values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Liaison Officer in Evesham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rooftop Housing Group. 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 Rooftop Housing Group 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 Liaison Officer in Evesham
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 Rooftop Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Rooftop Housing Group 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 Rooftop Housing Group!
How to prepare for a job interview at Rooftop Housing Group
✨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.
