Your newpany
The organisation is a purpose-driven housing provider dedicated to building strong, thrivingmunities and improving people’s lives through quality homes and customer-focused services. With a clear focus on putting customers first, it delivers safe, well-managed housing while ensuring services are fair, transparent, and responsive. The organisation works collaboratively with customers, partners, and regulators to maintain high standards, promote accountability, and continuously improve, all within an inclusive culture built on integrity, respect, and social impact.
Your new role
We’re looking for a highly motivatedplaints & Customer Care Officer (Stage Two) to join our high-performing team. In this role, you’ll take ownership ofplex customerplaints, delivering fair, balanced, and high-quality oues that align with regulatory standards and ourmitment to excellent service.
You’ll play a crucial role in ensuring customers receive thorough investigations and clear resolutions, while supportingpliance with the Housing Ombudsman Code and driving continuous improvement across our services.
What you'll need to succeed
In this role, you will manage a high-volume caseload of Stage Twoplaints, conducting thorough investigations and delivering fair, well-documented oues in line with regulatory requirements. You willmunicate effectively with customers and stakeholders across multiple channels, produce high-quality response letters, and ensure all cases are accurately recorded. With a strong focus on performance and quality, you will proactively manage risks, prevent escalations, and prioritise your workload to deliver timely, consistent, and customer-focused resolutions.
What you'll get in return
This role is offering £ per hour including holiday, which is paid on a weekly basis. You will be required to work in office based in Coventry, enabling you to collaborate with the wider team and emerse yourself in the role.