Complaint Liaison Officer in London

Hours: 37 hours per week (to be worked flexibly in line with business needs)

Salary: £36,720.00 per annum, (Plus Casual User Mileage Allowance)

Location: Based at Gadbrook Park, Northwich. Working across core locations such as: Warrington and Cheshire.

Flexibility to work from a variety of places including our office at Gadbrook Park, Northwich and home (dependent on the job role and the needs of our customer, our organisation and our teams).

The Opportunity

Weaver Vale Housing Trust has two exciting opportunities for someone who is looking to develop their career with a great company. We are looking for two driven, diligent, and friendly Complaints Liaison Officers to join our Customer Voice Team.

What Will You Do?

• To ensure that all complaints are handled with a person‐centred approach, meeting the obligations of the Trust's Complaints, Compensation and Redress Policies and the Housing Ombudsman (HO) Complaint Handling Code.
• To proactively manage and investigate an allocated caseload of customer complaints and MP/Councillor enquiries within agreed timescales and quality standards.
• Identifying the appropriate resolutions that enable the Trust to build trust with customers by resolving complaints and making recommendations which enable the Trust to learn from complaints.

Minimum Requirements

• At least four grade GCSE 4‐9 / A* - C (Math's and English) or equivalent level of qualification.
• Full UK driving licence.
• Experience of working in a complaint handling environment.
• Working in a customer focused environment.
• Experience of responding to complaints in person and in writing.
• Understanding the role of the Housing Ombudsman Service.
• Awareness of the Housing Ombudsman’s Complaint Handling Code.

This role will require the successful candidate to undergo a DBS check. Due to the nature of the role, a full current driving license and access to a car is essential.

In line with the Trust's Disclosure & Barring Policy, please confirm WITHIN YOUR APPLICATION if you have any current convictions under the Rehabilitation of Offenders Act 1974. Applicants will be subject to a DBS check.

Additionally, due to the flexible working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

How to Apply

Closing date for applications: Monday 09/02/2026 (12:00 noon). (Please note: applications submitted after the deadline may not be considered. To avoid disappointment, apply early as the role may close ahead of schedule depending on applicant volume).

First stage (virtual interviews): TBC

Second stage in person interviews and assessment: Thursday 26/02/2026.

Please review the job Information pack (on our website: www.wvht.co.uk) for further information and submit your CV with a covering letter (max. 2 pages) demonstrating how you meet the Essential and Desirable criteria in relation to the accountability profile.

Those applicants that consider themselves to have a disability and meet the essential criteria within the accountability profile for the role will be guaranteed an interview. Please confirm within your application if you consider yourself to have a disability and if so, what reasonable adjustments may be required for you to attend an interview or assessment.

Disclaimer

We may conduct social media checks from sources such as Google, Facebook and LinkedIn to assist us in our assessment of your suitability for the role.

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

The recruiting manager will review your skills and experience to determine if there is a match with the position you have applied for. If there is, we will contact you by phone or email to schedule an interview / assessment. If not, you will not be contacted.

We would love to respond to all unsuccessful applications but due to the number we receive this is unfortunately not possible. We will respond to all shortlisted applications within 3 weeks of a vacancy closing. If you haven't heard from us during this time, we will not be pursuing your application any further.

Successful applicants will be required to provide evidence of their Right to Work in the UK, evidence of essential qualifications, complete a health questionnaire and undertake a DBS check (if relevant to the role).

We reserve the right to refuse applications if they do not have an accompanying cover letter.

Equal Opportunities

The Trust invites applications from all members of the community, irrespective of Gender, Gender reassignment, Sexual orientation, Race, Religion or belief, Disability, Age, Pregnancy and maternity, Marriage and civil partnership.