Do you have a passion for resolving customer issues with empathy, efficiency, and professionalism?
We’re representing a leading housing association in their search for a talented Complaints Advisor — a pivotal role ensuring residents receive a first-class resolution experience while meeting the highest standards of the Housing Ombudsman’s Complaints Handling Code.
As a Complaints Advisor, you’ll be the driving force behind resolving complex cases from start to finish, preventing escalation wherever possible. You’ll collaborate with senior stakeholders across the organisation, ensuring customers feel heard and valued, while identifying opportunities to improve services and reduce repeat complaints.
Key responsibilities include:
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Managing independent investigations into formal complaints, ensuring they’re handled in line with policy and Ombudsman guidelines.
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Building trust with residents through clear communication, keeping them informed throughout their complaint journey.
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Liaising with Councillors, MPs, and the Housing Ombudsman within agreed timescales.
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Identifying complaint trends and working with leadership to address root causes.
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Maintaining accurate case records in the CRM system and safeguarding customer wellbeing where necessary.
We’re looking for someone with:
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Proven experience in complaint handling, ideally within the housing sector.
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Strong customer service skills, with the ability to think creatively to resolve problems.
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Confidence in managing complex cases, using CRM systems effectively.
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The ability to work methodically under pressure, with excellent attention to detail.
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A collaborative mindset, inclusive approach, and commitment to continuous improvement.
In return, you’ll join a forward-thinking organisation with a genuine commitment to its residents and staff, where your ideas and initiative will be valued and your work will make a real difference to communities.
If you’re ready to take ownership of complaints, influence positive change, and be part of an organisation making things happen, we want to hear from you