Customer Complaints Advisor/ Officer * £32,759.06 per annum * Northallerton/Agile * Permanent & Full Time – 37 hours * Closing Date - 28 July 2025 About you Are you a passionate and inquisitive problem solver? If you have a knack for investigation and previous experience in managing a varied caseload of investigations or complaints, we want you on our Customer Complaints team! Due to growth in the team we have two full-time permanent positions available as a Customer Complaints Officer. If you are able to offer empathy and reassurance to ensure customers feel confident their complaints will be handled effectively then this could be the role for you. The Role What You'll Be Doing as a Customer Complaints Officer: * Lead and manage the investigation and resolution of customer complaints. * Provide exceptional customer service by being the dedicated key contact throughout the complaint process. * Ensuring adherence to regulatory requirements set by the Housing Ombudsman. * Analyse data to identify trends and support continuous improvement in our services. * Maintain optimism and resilience, encouraging constructive responses to setbacks. If you want to know more about the Customer Complaints Officer role take a look at the attached job description or contact Tracy Hughes, our Customer Engagement and Insight Manager, on (url removed) who can arrange a callback. Who We're Looking For: Finding the right person is really important to us. If you feel you're that person but don't quite meet 100% of the criteria, we'd still like to hear from you. We're an inclusive employer and believe in life without barriers. You may come from a complaints background or perhaps an internal investigations, audit or regulatory investigation environment. We would recommend that you reflect core responsibilities and competencies that are relevant to the role in your CV to demonstrate this. * At least 2 years in customer experience environment with a focus on investigating and understanding how things go wrong. * Strong analytical, organisational, and interpersonal skills. Excellent IT skills, particularly in Word and Excel. * Ability to manage multiple cases in a fast-paced environment. * Positive, empathetic, and able to build successful professional relationships. * Qualified to A-level or equivalent further education qualification (professional qualifications in communications or housing are a bonus). You'll excel in this role if you have experience as a Complaints Advisor, Complaints Investigator, Complaints Handler or Complaints Resolution. What We Offer: * Competitive Salary: Alongside a generous annual leave package and flexible working options. * Extra Perks: Celebrate your birthday with an extra day off, plus increased leave for long service. Buying Additional * Agile Working: Enjoy flexible working arrangements. * Comprehensive Benefits: Additional perks to support your wellbeing, including our Employee Assistance Programme service. Why Broadacres? Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,800 homes across various regions, providing top-tier services aimed at meeting our vision: ‘to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres' home. At Broadacres we are an equal opportunities and disability confident employer who welcomes applicants from all sectors of the community, and we encourage applications from people who are underrepresented in areas of the organisation. Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We will be interviewing as applications come in, so apply early to avoid disappointment! Customer Complaints Advisor/ Officer