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- Tasks: Manage customer complaints and support investigations in social housing.
- Company: Join Stonewater, a leader in social housing committed to exceptional customer service.
- Benefits: Enjoy a supportive work environment with opportunities for professional growth.
- Why this job: Make a real impact in the community while developing your skills in a dynamic team.
- Qualifications: Experience in customer service and complaint handling is essential; strong communication skills required.
- Other info: Role subject to background checks; apply early as closing date may change.
The predicted salary is between 28800 - 43200 £ per year.
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Customer Complaints Officer – Housing Ombudsman Service (HOS), Leicester
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Client:
Stonewater
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
a8d5766ef78f
Job Views:
7
Posted:
25.08.2025
Expiry Date:
09.10.2025
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Job Description:
Are you passionate about delivering exceptional customer service within the social housing sector? Stonewater is seeking a proactive and empathetic Customer Complaints Officer to join our Customer Relations Team, focusing on the management of Housing Ombudsman Service (HOS) cases, investigations, and complex complaints.
About the Role
You will play a vital role in enhancing the customer experience, supporting the effective handling of Housing Ombudsman Service cases, and ensuring compliance with the Complaint Handling Code. You’ll be responsible for managing complex complaints, responding to enquiries, and supporting Stonewater’s commitment to transparent and timely communication.
Key Responsibilities
- Manage and respond to Housing Ombudsman Service cases and enquiries, meeting deadlines for acknowledgements and responses.
- Support investigations into complex complaints, ensuring resolutions align with regulatory expectations.
- Ensure the timely completion of Housing Ombudsman Service orders and recommendations
- Build and maintain effective relationships both internally and externally, acting as a point of contact for the Housing Ombudsman Service.
- Provide information and follow up on cases in a prompt and professional manner.
- Demonstrate strong influencing and negotiation skills, adapting to changing customer needs and managing challenging conversations with compassion.
- Supporting learning from complaints to support Stonewater to improve our services
About You
The ideal candidate will:
- Have proven customer service experience and a genuine passion for social housing.
- Demonstrate experience in complaint handling within social housing, including investigating and resolving complex issues.
- Understand the Housing Ombudsman Service, the Complaint Handling Code, and regulatory requirements.
- Possess excellent communication skills, both written and verbal, with the ability to adapt to Stonewater’s Tone of Voice.
- Be comfortable working in a fast-paced environment, managing multiple priorities and deadlines.
- Show strong interpersonal skills, positively influencing and negotiating outcomes.
- Be proficient in Microsoft Excel, and skilled in adopting new digital solutions.
- Be able to build effective partnerships, managing complex multi-agency relationships and meeting the needs of our customers.
If you’re ready to make a difference and help shape the future of customer relations in social housing, apply today to join Stonewater as our new Customer Complaints Officer – Housing Ombudsman Service.
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
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Customer Complaints Officer - Housing Ombudsman Service (HOS) employer: Stonewater
Contact Detail:
Stonewater Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Officer - Housing Ombudsman Service (HOS)
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Service and the Complaint Handling Code. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to the role and its responsibilities.
✨Tip Number 2
Showcase your customer service experience by preparing specific examples of how you've handled complex complaints in the past. Be ready to discuss your approach, the challenges faced, and the outcomes achieved.
✨Tip Number 3
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with a friend can help you articulate your thoughts clearly and confidently, which is crucial for this position.
✨Tip Number 4
Network with professionals in the social housing sector. Engaging with others in the field can provide insights into the role and may even lead to valuable connections that could support your application.
We think you need these skills to ace Customer Complaints Officer - Housing Ombudsman Service (HOS)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Complaints Officer at the Housing Ombudsman Service. Familiarise yourself with the key tasks and required skills mentioned in the job description.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service and complaint handling within the social housing sector. Use specific examples that demonstrate your ability to manage complex complaints and your understanding of the Housing Ombudsman Service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for social housing and your commitment to exceptional customer service. Address how your skills align with the role and mention any relevant experiences that illustrate your problem-solving abilities.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Ensure that your writing reflects the professional tone expected by Stonewater and adheres to their communication style.
How to prepare for a job interview at Stonewater
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Complaints Officer. Familiarise yourself with the Housing Ombudsman Service and the Complaint Handling Code, as this knowledge will demonstrate your commitment to the role.
✨Showcase Your Experience
Prepare specific examples from your past experiences that highlight your customer service skills and your ability to handle complex complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Empathy and Communication Skills
Since the role requires strong interpersonal skills, be ready to discuss how you manage challenging conversations with compassion. Practice articulating your thoughts clearly and adapting your communication style to different audiences.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
