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Complaints Officer
Job Posted: 5 days ago
Salary: £ 30,000 - 32,000 / Annum
Job Type: Temporary
Location: Yorkshire and the Humber
Expire in: 23 days
Job Description
Customer Complaints Officer – Temporary (3 Months+)
📍 Location: Office-based with agile working (within the North Yorkshire region)
💼 Contract: Temporary (3 Months+) – Potential to go permanent
💰 Competitive hourly rate
🕒 Full-time
📅 Immediate start available
Are you a confident communicator with experience in customer complaints? Passionate about driving service improvements and being the voice of the customer? We’re working with a well-respected housing association in the North Yorkshire area to recruit an enthusiastic and capable Customer Complaints Officer on a 3-month temporary contract, with the strong possibility of a permanent opportunity.
🔎 About the Role:
As Customer Complaints Officer, you'll play a key role in managing the end-to-end complaints process. This is more than just resolving issues – you'll be the champion of learning from customer feedback and using insight to improve services across the business.
You’ll work closely with internal teams to ensure compliance with the Housing Ombudsman Complaint Handling Code, support colleagues with guidance on best practice, and contribute to meaningful service improvements using qualitative and quantitative data.
This role sits at the heart of customer experience and offers an excellent opportunity to influence change from the ground up.
🛠️ Key Responsibilities:
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Be the main point of contact for customer complaints and provide a compassionate, responsive experience throughout.
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Support colleagues across departments in handling complex Stage 1 complaints.
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Analyse complaint trends to highlight areas for improvement and present key insights to senior management.
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Ensure full compliance with Housing Ombudsman regulations and internal Complaints Policy.
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Collaborate with engagement and communications colleagues to drive customer-focused messaging and consistency.
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Support training and development to raise standards across complaint handling.
✅ What We’re Looking For:
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Experience managing customer complaints, ideally within a social housing or public sector context.
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Excellent written and verbal communication skills.
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Strong analytical skills with the ability to interpret customer feedback and turn it into actionable insight.
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A collaborative approach with the confidence to advise and influence others.
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Organised, detail-focused, and able to manage competing priorities.
🌟 Why Apply?
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Immediate opportunity with a forward-thinking housing provider.
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Work in a collaborative team that values learning from feedback.
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Office-based role with some flexibility for agile working.
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Real potential for a permanent role following the initial contract.
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Make a tangible impact on customer experience and service delivery.
Interested?
If you're ready to take ownership of customer complaints and contribute to real service improvement, we’d love to hear from you. Apply now or contact our team for an informal chat – this is a fantastic opportunity to join a values-led organisation making a real difference in people's livesBefore You Apply
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