Complaints Advisor
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
37 hours per week, based at our offices on Preston Docks
Up to £31,000 per year
Want to play a key role in ensuring our customers' voices are heard and acted upon?
We're looking for a proactive, organised and customer-focused Complaints Advisor to join our Service Improvement Team. You will coordinate our complaints process, support managers through investigations and work directly with customers to ensure complaints are handled fairly, consistently and in line with the Housing Ombudsman's Complaint Handling Code.
This is a great opportunity to make a real difference by helping customers, resolving concerns and supporting continuous service improvement.
What we are looking for:
* Proven experience in customer service, complaints handling or a similar role
* Excellent communication skills – both written and verbal, to communicate well with customers
* Strong organisational skills and the ability to manage multiple priorities and deadlines
* Excellent attention to detail
* A positive, solution-focused approach
It would be great if you also had:
* Experience in housing or a regulated environment
* Knowledge of complaints handling best practice and the Housing Ombudsman's Complaint Handling Code
* Experience identifying trends to inform service improvements
Why work at Community Gateway?
We are a values-based organisation who truly care about our employees, their health, safety and wellbeing. We aim for a great employee experience and that includes offering a range of benefits – have a look at the attached leaflet for more information. Our holiday entitlement starts at 26 days plus bank holidays (including your birthday off and Christmas closure!).
We also offer a great pension scheme where CGA will pay in contributions up to 10%, a company-paid health cash plan for you and your dependants (including 24/7 GP), enhanced sick pay and parental leave, reward and recognition scheme, wellbeing support, training and development and much more.
Inclusion is key for us. We would love to hear from people from diverse backgrounds for this role, those who may be underrepresented in our organisation. We aim to be reflective of the communities in which we operate and if you speak a second language this can come in handy!
Working arrangements:
This role is based at our gorgeous dockside offices in Preston. We offer flexibility wherever possible can to accommodate our business and your personal needs.
A bit more about us:
Community Gateway own and manage almost 7000 homes across the city of Preston, but we are so much more than just a landlord. We aim to offer great customer service, providing safe, well-maintained and affordable homes, and making a positive difference to the communities in which we work. We make sure that we manage our business to the highest of standards and are working to create a sustainable future.
And finally, we want to be a great place to work….so if you think you have the skills, experience and can live our values, then we want to hear from you..
If you haven't done so already, check out our candidate pack on our website for more about us and top tips for your application. xsngvjr
Dates for your diary:
The closing date for this role is Sunday 14th June 2026 atmidnight with interviews held on Thursday 18th and Monday 22nd June 2026.
We reserve the right to close this vacancy early so you are encouraged to apply as soon as possible.