At a Glance
- Tasks: Manage complaints and ensure timely, fair resolutions while driving service improvements.
- Company: Join Hyde, a leading housing provider committed to community and employee wellbeing.
- Benefits: Enjoy flexible benefits, life assurance, and support for career development.
- Other info: Embrace diversity and inclusion in a workplace that values every voice.
- Why this job: Make a real difference in people's lives while growing your career in a supportive environment.
- Qualifications: Experience in complaint handling and strong communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
Hyde is looking for a Complaints Officer to join our collaborative and values-driven team.
This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.
As a Complaints Officer at Hyde, you will manage complaint cases, Housing Ombudsman enquiries and MP enquiries from start to finish, ensuring timely, fair and customer-focused resolutions.
You will work closely with internal teams and external stakeholders to keep customers informed throughout their complaint journey and help drive service improvements through insight, analysis and continuous improvement.
- Key Duties
- Manage, respond to and monitor complaint cases, Housing Ombudsman enquiries and MP enquiries within agreed timescales.
- Provide a responsive, customer-focused front-line service, ensuring customers are kept informed throughout the complaint journey.
- Work with managers and service areas to investigate complaints, agree actions and hold teams accountable for timely resolution.
- Identify complaint trends, service failures and improvement opportunities, providing insight and reports to support better outcomes.
- Keep up to date with relevant policy, legislation, case law and best practice to support effective complaint handling.
Why Join Hyde?
Hyde is part of the Hyde group one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide.
We’re committed to building safe, sustainable communities where people can thrive.
With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.
As a Complaints Officer we’re seeking someone who can bring
- Proven experience in complaint handling, customer service or case management.
- Strong communication, stakeholder engagement and problem-solving skills.
- A proactive mindset and passion for delivering fair, consistent and customer-focused outcomes.
- The ability to manage a busy caseload, prioritise competing demands and work to agreed timescales.
- The Benefits of Joining Hyde
- Life assurance
- Award-winning flexible benefits platform
- Support for learning and career development
- Hybrid working options available
- Diversity, Inclusion & Accessibility
Equity, diversity and inclusion are central to life at Hyde.
We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves.
Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation.
By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.
As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.
We reserve the right to close this advert early if a suitable candidate is identified.
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Complaints Handler employer: THE HYDE GROUP
The Hyde Group is an exceptional employer, offering a dynamic work environment in London where innovation and collaboration thrive. With a strong commitment to diversity, equity, and inclusion, employees are encouraged to grow and develop their skills while contributing to meaningful projects that enhance community services. The company fosters a culture of continuous improvement and provides ample opportunities for professional advancement, making it an ideal place for those looking to make a significant impact in the data engineering field.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at THE HYDE 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 THE HYDE 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 Handler
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 THE HYDE GROUP:Your cover letter is your chance to shine! Tell us why you want to work at THE HYDE 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 THE HYDE GROUP!
How to prepare for a job interview at THE HYDE 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.
