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- Tasks: Be the first point of contact for customer complaints and resolve issues efficiently.
- Company: Hyde is a leading provider of affordable homes, managing over 50,000 properties in the UK.
- Benefits: Enjoy a fantastic pension, life assurance, great holidays, and flexible benefits.
- Why this job: Join a diverse team focused on customer satisfaction and community impact.
- Qualifications: Strong written communication skills and excellent customer service experience required.
- Other info: Hyde values diversity and is committed to an inclusive workplace.
The predicted salary is between 21000 - 26000 £ per year.
Job Description
This role is central to ensuring our customers feel heard, valued, and supported.\\n\\nWhat you’ll do:\\n\\n * Manage a varied caseload of complaints, Housing Ombudsman enquiries, and MP enquiries from start to finish, ensuring timely and fair resolution.\\n\\n * Deliver exceptional customer service, keeping residents informed, engaged, and reassured throughout their complaint journey.\\n\\n * Build strong relationships with colleagues across Hyde, holding teams accountable for high-quality, timely responses.\\n\\n * Analyse complaint data and trends to identify opportunities for service improvement and share insights with managers and service teams.\\n\\n * Influence positive change by driving continuous improvement in complaints handling, ensuring lessons learned inform policy and practice.\\n\\nWhat we’re looking for:\\n\\n * Proven experience managing complaint cases and delivering excellent customer service.\\n\\n * Outstanding communication skills and the ability to build strong working relationships.\\n\\n * A proactive, solutions-focused mindset with a passion for improving customer experiences.\\n\\n * Analytical skills with the ability to spot trends and influence service improvements.\\n\\nWhy join Hyde?\\n\\n * Be part of a socially-driven organisation making a real difference to communities across the UK.\\n\\n * Work in a collaborative environment that champions learning, wellbeing, and long-term career development.\\n\\n * Enjoy opportunities to contribute ideas, shape processes, and be recognised for your achievements.\\n\\nIf you’re ready to take your expertise in complaints handling to the next level and help us deliver exceptional customer experiences, apply today!\\n\\nDiversity, Inclusion & Accessibility\\n\\nEquality, 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.\\n\\nAs a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.\\n\\nWe 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
Familiarise yourself with Hyde's values and mission. Understanding their commitment to providing affordable homes and excellent customer service will help you align your responses during interviews and demonstrate that you're a good fit for their culture.
✨Tip Number 2
Prepare examples of how you've successfully handled customer complaints in the past. Be ready to discuss specific situations where you resolved issues effectively, as this will showcase your experience and problem-solving skills.
✨Tip Number 3
Practice your communication skills, especially in a calm and professional tone. Since you'll be the first point of contact for complaints, demonstrating your ability to communicate clearly and empathetically will be crucial during the interview process.
✨Tip Number 4
Research common trends in customer complaints within the housing sector. Being knowledgeable about typical issues and how they can be resolved will not only impress your interviewers but also show your proactive approach to the role.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Officer. Familiarise yourself with the key skills required, such as strong written communication and customer service experience.
Tailor Your CV: Highlight your relevant experience in customer service and any specific skills that align with the job description. Use keywords from the job posting to ensure your CV stands out to recruiters.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle complaints effectively. Mention specific examples from your past experiences that demonstrate your problem-solving skills.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role that involves drafting high-quality written responses.
How to prepare for a job interview at The Hyde Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Officer. Familiarise yourself with the key tasks such as managing customer complaints, drafting responses, and liaising with internal teams. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
As a Complaints Officer, strong written and verbal communication skills are essential. Prepare examples of how you've effectively communicated in previous roles, especially in resolving conflicts or handling difficult situations. This will highlight your suitability for the role.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved complaints or issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your ability to think critically and act decisively.
✨Emphasise Teamwork and Collaboration
Since the role involves working across various teams, be prepared to talk about your experience in collaborative environments. Highlight how you've worked with others to achieve common goals, which is crucial for resolving customer complaints effectively.
