An exciting opportunity has arisen for an experienced Complaints Learning Officer to shape how we handle complaints and make a real difference across our organisation. In this role, you'll deliver engaging face-to-face training tailored to our member organisations, helping teams build the skills and confidence to respond positively to complaints and turn feedback into meaningful change.
You'll be at the heart of driving a culture of continuous learning, reviewing and designing processes that make complaints handling clearer, fairer, and more consistent. You'll also develop resources and guidance that empower staff, ensuring that every recommendation leads to better outcomes and supports the principles of the model Complaints Handling Procedure.
If you're passionate about listening, learning, and helping people grow through positive change, this is the role for you.
What You'll Be Doing:
* Monitor and report on customer satisfaction, using feedback and complaint analysis to drive service improvements.
* Ensure decisions, recommendations, and policy changes arising from complaints are effectively implemented and embedded.
* Identify systemic issues, monitor organisational learning, and ensure action plans are developed and delivered in response.
* Produce clear reports on complaints, learning, and performance to provide assurance to senior management and the Board.
* Research best practice, review processes, and shape sector insights (including Housing Ombudsman Spotlight Reports) into targeted learning.
* Develop and deliver training, guidance, and coaching for colleagues to improve complaint handling and customer satisfaction.
* Escalate concerns or compliance issues to senior managers and challenge constructively to ensure mistakes are resolved effectively.
* Analyse data to identify trends, failings, or recurring issues, ensuring consistency and continuous improvement across the organisation.
* Support the Customer Feedback Officer in monitoring reports, response times, trends, and themes as part of governance arrangements.
What We're Looking For:
* Proven track record in a customer-focused environment, delivering excellent service and handling complaints effectively.
* Strong knowledge of the Housing Ombudsman's Complaints Handling Code and the Government's Social Housing White Paper.
* Skilled in problem solving, decision making, negotiation, and communication (both written and verbal).
* Ability to analyse data and feedback to inform improvements and measure customer satisfaction.
* Experienced in monitoring impact, evaluating success, and driving continuous learning and service improvement.
* Proficient in IT systems, including Microsoft Office and housing software.
* Able to build strong relationships with stakeholders and work collaboratively or independently.
* Sensitive, empathetic, and tactful in managing challenging situations.
* Skilled at turning sector insights and policies into targeted learning to support performance improvement.
Interview Process:
* Candidates will undergo in-person interviews, consisting of competency-based questions. Interviews will take place w/c 20th October 2025
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* Enhanced DBS check
* Completion of all new starter documentation including signed T&C's
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.