The role is full-time or part-time (flexible working considered), based onsite in the Coventry area, working Monday to Friday between 9:00am – 5:00pm, paying £15.27 per hour.
As a Complaints Officer, you will take ownership of complex stage two complaints, ensuring fair and reasonable outcomes for customers while working within regulatory frameworks and delivering excellent service standards in a fast-paced housing environment.
Key Responsibilities of the Complaints Officer:
- Manage a high-volume caseload of stage two complaints from investigation through to resolution
- Liaise with customers, internal teams, and external stakeholders to gather information and resolve cases effectively
- Ensure all complaints are handled in line with Housing Ombudsman guidelines and internal policies
- Deliver clear, high-quality written responses, including final response letters and outcomes
- Maintain accurate records and case management notes with a strong audit trail
- Monitor performance against KPIs and quality standards
- Identify risks and prevent unnecessary escalations through early resolution
- Handle complaints across multiple channels including email, phone, social media, and written correspondence
- Experience handling high-volume complaints within a regulated environment (essential)
- Strong understanding of complaint handling processes and regulatory requirements
- Excellent written and verbal communication skills, with the ability to manage sensitive situations
- Strong organisational skills with the ability to prioritise workload effectively
- Experience building relationships with a wide range of stakeholders
- High attention to detail and strong problem-solving abilities
- Experience within housing, social housing, or a similar sector
- Multi-channel customer service experience (phone, email, social media)
- Immediate start
- Full-time or part-time hours available (Mon–Fri, flexible within 9am–5pm)
- £15.27 per hour
- Potential for extension
- Opportunity to gain experience within a reputable organisation
- Work as part of a driven, results-focused and supportive team
