Complaints officer

Step into a rewarding 12-month fixed-term contract role offering a salary of £37,773, and the opportunity to make a real impact on tenant experience within a regulated housing environment based in Birmingham. This Customer Experience Officer position gives you the opportunity to manage end-to-end complaints, including both Stage 1 and Stage 2 cases, ensuring fair, timely, and compliant outcomes. You’ll take ownership of complex and sensitive complaints, working closely with colleagues across the organisation to investigate issues, identify root causes, and drive meaningful service improvements. You’ll be joining a committed team where complaints are valued as a key driver for learning and change, helping to improve services and tenant satisfaction. In this position, you will: • Manage a high-volume caseload of Stage 1 and Stage 2 complaints • Conduct thorough investigations into escalated and complex cases • Liaise with internal stakeholders to gather evidence and establish root causes • Maintain clear and consistent communication with tenants throughout the process • Draft high-quality outcome letters in line with policy and regulatory expectations • Ensure accurate case recording and audit-compliant documentation across systems I’d love to speak to anyone who has: • Proven experience handling Stage 1 and Stage 2 complaints (essential) • Experience working in a regulated environment (housing, utilities, finance, public sector, etc.) • Strong ability to manage complex, high-volume caseloads • Excellent written communication and report-writing skills • Confidence engaging with customers and challenging stakeholders where needed • Understanding of the Housing Ombudsman Complaint Handling Code (desirable) • Strong organisational skills and ability to manage competing priorities This role offers: • Salary of £37,773 • 12-month fixed-term contract • Opportunity to work in a regulated housing environment • Exposure to complex complaint handling and service improvement work • Supportive team focused on learning, accountability, and continuous improvement If this Customer Experience Officer role sounds like your next step, apply now or email Olivia at (url removed) for more information