Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and resolve complaints, delivering empathetic responses and improving service quality.
- Company: Join a South London housing provider focused on trust and transparency.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing resident satisfaction and driving service improvements.
- Qualifications: 1-2 years in complaints handling, strong writing skills, and a customer-first mindset required.
- Other info: Be part of a newly established Complaints Centre of Excellence.
The predicted salary is between 32000 - 48000 £ per year.
Location – London (SE1) – Hybrid Working
Contract – Full-Time, Permanent
Start Date – Asap
Salary - £40,000 per annum
We’re working with a South London housing provider to recruit a Complaints Resolution Officer to join their newly established Complaints Centre of Excellence. This is a fantastic opportunity to play a pivotal role in rebuilding trust with residents and delivering a high-quality, fair and transparent complaints service.
You’ll take ownership of Stage 1 complaints, investigate thoroughly, and deliver clear, empathetic written responses—championing continuous service improvement across the organisation.
Key responsibilities- Investigate and resolve Stage 1 complaints in a timely and customer-focused manner.
- Deliver high-quality written responses that are empathetic, fair, and evidence-based.
- Manage and triage the complaints inbox, accurately logging and allocating cases.
- Collaborate across departments to gather case information and provide joined-up resolutions.
- Identify recurring service challenges and provide feedback to improve processes.
- Maintain comprehensive case records and support quality assurance activities.
- Promote and embody a customer-first culture across all complaint-handling practices.
- Minimum 1–2 years' experience handling complaints within a Housing Association.
- Proven ability to write clear, empathetic, and professional response letters.
- Strong understanding of the Housing Ombudsman Code of Practice.
- Excellent written and verbal communication skills.
- A customer-first mindset with the ability to challenge constructively and support service improvement.
- Highly organised, detail-oriented, and resilient under pressure.
- CIH qualification
- Experience identifying service trends and contributing to learning initiatives
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
Complaints Resolution Officer employer: Service Care Solutions
Contact Detail:
Service Care Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolution Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Code of Practice. Understanding this will not only help you in interviews but also demonstrate your commitment to upholding standards in complaints resolution.
✨Tip Number 2
Prepare examples from your previous experience where you've successfully resolved complaints. Be ready to discuss specific cases that highlight your problem-solving skills and customer-first mindset.
✨Tip Number 3
Network with professionals in the housing sector, especially those who work in complaints management. This can provide insights into best practices and may even lead to referrals for the position.
✨Tip Number 4
Research the housing provider's values and recent initiatives. Tailoring your conversation during interviews to align with their mission can show that you're genuinely interested in contributing to their goals.
We think you need these skills to ace Complaints Resolution Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling complaints, particularly within a Housing Association. Emphasise your ability to write clear and empathetic responses, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the Housing Ombudsman Code of Practice. Use specific examples from your past experience to demonstrate how you have successfully resolved complaints and improved service delivery.
Showcase Communication Skills: Since excellent written communication is key for this position, ensure your application is free from errors and clearly structured. Use professional language and maintain a customer-first tone throughout your application.
Highlight Organisational Skills: In your application, mention any experience you have with managing case records or triaging complaints. This will show your potential employer that you are detail-oriented and capable of handling multiple cases efficiently.
How to prepare for a job interview at Service Care Solutions
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Resolution Officer. Familiarise yourself with the key tasks, such as investigating Stage 1 complaints and delivering empathetic responses. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Experience
Prepare to discuss your previous experience in handling complaints, especially within a Housing Association. Be ready to provide specific examples of how you've resolved issues and improved processes, highlighting your customer-first mindset.
✨Familiarise Yourself with Relevant Codes
Brush up on the Housing Ombudsman Code of Practice. Understanding this will not only show your commitment to the role but also allow you to speak confidently about how you would apply these principles in your work.
✨Demonstrate Empathy and Communication Skills
Since the role requires delivering clear and empathetic written responses, practice articulating your thoughts clearly. You might even want to prepare a mock response to a complaint scenario to showcase your writing skills during the interview.
