Your newpany
We are partnering with a large, well‑established organisation within the regulated housing sector to recruit an experiencedplaints Officer (internally known as a Customer Experience Officer). This is a confidential vacancy, and full employer details will be shared with shortlisted candidates.
Your new role
You will manage end‑to‑endplaint investigations for cases escalated beyond the informal stage. These cases often involve sensitive,plex and multi‑layered issues, requiring excellentmunication, strong judgement, and a meticulous approach to fact‑finding.Key responsibilities include:
1. Conducting timely, robust investigations into a varied caseload of tenantplaints
2. Managing 15–20 open cases at any given time, each at different stages of the process
3. Working collaboratively with internal teams to gather information and understand root causes
4. Producing high‑quality written oue letters and clear case documentation
5. Managingpeting priorities in a fast‑paced,pliance‑driven environment
You’ll play a vital part in improving customer satisfaction and ensuring tenants feel heard, respected, and supported.
What you'll need to succeed
6. Proven experience handlingplaints within a regulated sector (housing, care, financial services, local authority, etc.)
7. Strong background in end‑to‑endplaint case management
8. Confident liaising directly with tenants and colleagues across multiple business areas
9. Excellent writtenmunication skills, particularly in report and letter writing
10. Ability to manage conflicting priorities while delivering work of a consistently high standard
11. Adaptable, resilient, andfortable working in a demanding environment
This role will offer hybrid working after training.
What you'll get in return
This organisation is known for its strong team culture,mitment to resident experience, and supportive working environment. You’ll be part of a team that is genuinely passionate about making a positive difference for tenants while maintaining professional and regulatory standards. You will be paid apetitive hourly rate and be paid on a weekly basis. This is a temporary assignment for 6 months, with the potential for extension.