Do you have a passion for turning customer feedback into real change?
Join our Complaints Team and help ensure every customer voice is heard, valued, and acted upon. Be the difference behind great customer service. As part of our Complaints Team, you'll play a key role in resolving issues, supporting managers, and shaping how we listen to our customers
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About the role
We're looking for someone with excellent communication and organisational skills to join our small complaints team within the customer service centre. You will coordinate and support our complaints service with the customer voice at its heart, whilst meeting the requirements set out in the Housing Ombudsman's Complaint Handling Code. The role is based at our head office in Salford but will also include homeworking.
The role - What I'll be doing
* Monitoring incoming complaints, MP and Ombudsman enquiries, correctly reviewing, recording and assigning them to the appropriate responding manager.
* Supporting managers in their complaints handling including providing guidance, advice and training.
* Ensuring high quality complaint responses are sent within correct deadlines.
* Liaising with multiple service areas across the organisation.
What we're looking for
* A passion for delivering excellent customer service and listening to the customer voice
* Accurate detailed record-keeping
* Excellent ICT skills
* Excellent interpersonal skills
* Someone who can meet tight deadlines
* Flexibility with their approach to work
What we offer as a company
* Annual Salary of up to £28,598
* Hybrid Working – a minimum of 2 days working in the office
* Up to 34 days holiday + bank holidays
* Flexi Time
* Flexible Working and Family friendly policies
* Generous Defined Contribution Pension Scheme
* Life Assurance worth 3 x annual salary
* Health Cash Plan which also provides a range of discounts including discounted gym membership
* An inclusive and positive colleague culture
* Accredited Good Employment Charter employer
About Our Company
At Salix Homes, we're passionate about creating a brighter future for our customers, our communities, and our people. Since becoming a stand-alone housing association in 2015, we've invested significantly in our homes and services. This year, 2025, marks a significant milestone for us as we celebrate our 10-year anniversary. Over the past decade, we've grown, evolved, and made a lasting impact in Salford.
We've worked hard to ensure all our properties are safe, modern, desirable, and energy efficient, continually investing in our customers, their homes and communities through an ambitious and ongoing programme of improvement work.
We're also incredibly proud to be one of the first housing associations in the country to achieve a C1 grading under the new Consumer Standards a testament to the quality of the homes we provide and the services we deliver.
If you share our vision of driving positive change, this is your opportunity to be part of something meaningful.
Salix Homes is an Equal Opportunities Employer and opposes all forms of unlawful or unfair discrimination. Our customers come from all walks of life, and so should we. As we're interested in expanding our workforce diversity, we welcome all applications.
We're proud members of the Armed Forces Covenant and Disability Confident scheme, we will therefore invite to interview any disabled candidates who demonstrate the minimum standards for the role. If you wish to be considered under as part of this scheme, please let us know by emailing us at
We want everyone to be able to perform to their best throughout the recruitment process so please let us know if you have any concerns or need any assistance or adjustments at any stage.
Closing Date: 10th October 2025