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For Companies At a Glance
- Tasks: Manage complaints and improve customer experiences in a supportive team.
- Company: Hyde, a leading housing provider focused on community and innovation.
- Benefits: Generous holiday allowance, excellent pension scheme, and hybrid working options.
- Why this job: Make a real difference while growing your career in a values-driven environment.
- Qualifications: Experience in complaint management and strong communication skills.
- Other info: Join a diverse team committed to inclusivity and continuous improvement.
The predicted salary is between 24000 - 30000 £ per year.
Job Description
Complaints Officer
London Bridge
Up to £30,000
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 be responsible for managing complaint cases, Housing Ombudsman enquiries and MP enquiries from start to finish. You will work with both internal and external stakeholders to ensure complaints are resolved smoothly and within agreed timescales, keeping customers fully informed and engaged throughout the process. This role plays a key part in ensuring customer satisfaction and driving continuous improvement in service delivery.
Key Duties
- Manage and oversee a varied caseload of complaints, Housing Ombudsman and MP enquiries, ensuring cases are resolved within timescales.
- Provide excellent, customer-focused communication and keep residents regularly informed throughout their complaint journey.
- Build strong working relationships with colleagues across service areas, holding teams accountable for timely and effective responses.
- Analyse complaint trends and identify opportunities for service improvement, sharing insights with managers and service areas.
- Drive continuous improvement in complaints handling, ensuring learning from complaints informs future policy and practice.
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 managing complaint cases and engaging with customers effectively.
- Strong communication and relationship-building skills.
- A proactive mindset and passion for improving customer experiences.
- The ability to analyse data, identify trends and influence service improvements.
The Benefits of Joining Hyde
- Excellent pension scheme
- Generous holiday allowance
- 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 at the heart of who we are at Hyde. We’re committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. At Hyde, inclusivity isn’t a one-off initiative — it’s embedded in our culture and central to how we work every day.
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.
Complaints Officer employer: The Hyde Group
Contact Detail:
The Hyde Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Hyde on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling. Think about how you’d manage a tricky case and be ready to share your thought process. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and engage with your interviewers. Remember, they’re looking for someone who can build strong relationships with customers and colleagues alike.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Hyde.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Officer role. Highlight your experience in managing complaints and engaging with customers, as this is what we’re really looking for!
Showcase Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate how you’ve effectively communicated with customers in the past. We want to see examples of how you’ve kept people informed and engaged.
Highlight Your Analytical Skills: Don’t forget to mention any experience you have with analysing data and identifying trends. This is crucial for driving service improvements, so let us know how you’ve used data to make a difference in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at The Hyde Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Officer. Familiarise yourself with common complaint handling processes and the importance of customer satisfaction. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role requires excellent communication, prepare examples of how you've effectively engaged with customers in the past. Think about specific situations where you resolved complaints or built strong relationships, as these will demonstrate your ability to handle the responsibilities of the job.
✨Be Data Savvy
Hyde values the ability to analyse data and identify trends. Brush up on any relevant experience you have with data analysis, and be ready to discuss how you've used insights from complaints to drive improvements in service delivery. This will highlight your proactive mindset and analytical skills.
✨Emphasise Continuous Improvement
Prepare to talk about your passion for improving customer experiences. Think of examples where you've contributed to service enhancements or learned from past complaints. This aligns perfectly with Hyde's commitment to continuous improvement and shows that you're a great fit for their team.
