Job Title: Complaints Officer – Stage 1
Location: Office-Based
Salary: £32,000 per annum
Contract Type: Full-Time, Permanent
About the Role
Our client, a leading repairs and maintenance contractor, is seeking a dedicated and organised Complaints Officer to join their growing customer service team. This role will focus primarily on managing Stage 1 complaints, ensuring residents receive timely, fair, and professional resolutions.
Working in a fast-paced environment, you will act as a key point of contact for customer concerns relating to repair and maintenance services. The successful candidate will be responsible for investigating complaints, liaising with internal teams and contractors, and delivering clear and effective responses.
Key Responsibilities
1. Manage and respond to Stage 1 complaints in line with company policies and service level agreements
2. Investigate issues thoroughly by liaising with operational teams, supervisors, and subcontractors
3. Maintain accurate records of complaints, actions taken, and outcomes
4. Draft clear, professional written responses to customers
5. Ensure complaints are resolved within agreed timescales
6. Identify recurring issues and support continuous service improvement
7. Provide excellent customer service and maintain a calm, empathetic approach when handling resident concerns
About You
8. Previous experience handling complaints within housing, repairs, maintenance, or a similar service environment
9. Strong written and verbal communication skills
10. Excellent organisational and investigative abilities
11. Ability to manage a high volume of cases and work to deadlines
12. Proficient in Microsoft Office and internal case management systems
13. A professional and customer-focused approach
What’s on Offer
14. Salary of £32,000 per annum
15. Stable, full-time office-based role
16. Opportunity to work with a leading repairs and maintenance contractor
17. Supportive team environment with opportunities to develop your career
If you have experience managing complaints and are passionate about delivering fair and effective resolutions for customers, we would love to hear from you.