We're looking for new Senior Complaint Officers to investigate final-stage complaints (Stage 2) and reach fair, objective decisions that we can clearly communicate to customers, colleagues, and stakeholders.
Senior Complaint Officers will comply with evidence pack requirements in response to requests from the Arbitrator and the Housing Ombudsman Service. You will build effective working relationships with departments across Abri, the Housing Ombudsman, contractors, and local councils; communicate primarily by phone and in writing.
Your responsibilities include:
* Investigate Stage 2 complaints, gather evidence, and determine fair outcomes.
* Prepare and submit evidence packs to the arbitrator and the Housing Ombudsman Service.
* Communicate decisions to customers, colleagues, and stakeholders.
* Provide problem‑solving analysis and identify effective solutions for each unique complaint.
* Act as an ambassador for Abri, promoting a customer‑first approach throughout the complaint journey.
Qualifications
We are looking for an excellent communicator with strong problem‑solving skills. You should have:
* Experience handling complaints in a professional environment.
* Strong written and verbal communication ability.
* A proactive approach to investigating issues and identifying solutions.
* Ability to work collaboratively with cross‑functional teams.
We welcome candidates from all backgrounds; values such as curiosity, partnership, ownership, and openness are highly valued.
Benefits
* 28 days holiday (plus bank holidays) + holiday sales scheme
* Generous pension scheme with employer contributions up to 10%
* Money‑off at high‑street and online retailers
* Life assurance of 5× annual salary
* Generous parental and family leave
* Health and wellbeing packages
* Electric car scheme
* Personal development opportunities
* Colleague recognition scheme
* Flexible working arrangementsFree eye tests
* Cycle‑to‑work scheme
Working Conditions
You will work from our Bracknell office at least three days per week. The remaining days can be worked from an alternative location such as another Abri office, a cafe, or at home.
About Abri
Abri is a large housing provider that owns and manages over 58,000 homes and community assets, serving around 113,000 customers across the South of England. We are investing £689 million over the next ten years to improve building safety and energy efficiency, and we are committed to delivering a safe, warm, sustainable home in a community where people belong, grow, and thrive.
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