What is great about the role? This role is key in making sure customers feel heard, respected, and supported when they tell us something has gone wrong. As a Complaints Officer, you will take ownership of customer complaints from start to finish, ensuring they are handled with fairness, empathy, and professionalism. You will play an active role in improving services across the Group by identifying trends, sharing learning, and supporting teams to make positive changes. This role is meaningful, varied, and ideal for someone who enjoys problem-solving, communication, and building strong working relationships. Where does this role fit in? You will work within Housing Services, reporting to the Group Complaints Lead. You will collaborate closely with colleagues across different departments, including customer experience, housing, repairs, income, and community teams. The role involves a mix of desk based work and direct communication with customers and staff. You will be a central point of coordination, ensuring clear communication, timely responses, and a joined up approach to resolving issues. What skills and experience do you need? We are looking for someone who has experience supporting customers, resolving complaints, and working with a wide range of stakeholders. You should feel confident recording accurate information, communicating clearly in writing and verbally, and tailoring your approach for different audiences. You will need strong organisational skills, attention to detail, and the ability to stay calm and focused under pressure. An understanding of regulatory requirements, good digital skills, and experience working with people who may have complex or additional needs will also be important. What are the pay and benefits? Time off and Flexibility Hybrid role based in Cardiff, Newport, or Swansea, with occasional meetings at the other locations. Working days are predominately Monday to Friday, option to work compressed 9 day fortnight 26 days holiday, plus Bank holidays. Rising to 31 days with an extra day for each full year of service. Maternity & Adoption Leave: 20 weeks Paternity Leave: 3 weeks Money and Pensions The exact salary is £ 32,439 for a 37 hour, full time permanent position Pension Choices: Defined Contribution (DC) Scheme with matched contributions up to 10%. Or, Defined Benefit (DB) 1/80 th of final salary for every year of service. The successful candidate will need a basic DBS check in place, which we pay for. 3 x Life Cover linked to pension membership Saving scheme with competitive interest rate Give As You Earn scheme for tax efficient charity donations From 1 st April 2026 the option to be either weekly or monthly paid. Your Wellbeing Sick Pay, rising with length of service up to 6 months full pay after 4 years. Eyecare: Up to £100 reimbursement towards eye tests and glasses. Free counselling, coaching, wellbeing team, and OH service to all colleagues Annual Health Check Health Cash Plan Getting Around Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility) Cycle to Work Scheme Your Development Continuous professional training and development Leadership development programmes Professional memberships needed for your role are reimbursed Career coaching Support with funding and time for qualifications Perks & Recognition Long Service Awards Blue Light Card Eligibility giving discounts at 15,000 brands. Colleague Discount platform. FREDIE At Pobl Group we are guided, in all that we do, by a group of principles that we call FREDIE, these are: Fairness, Respect, Equality, Diversity, Inclusion, Engagement. This means that whatever your background, you will have an equal opportunity at Pobl Group and we encourage you to apply now. How do you apply? If you have the skills, experience and enthusiasm required to be our next difference maker, please follow the prompts to apply now. We just need an up-to-date CV, short/ focused cover letter along with a few contact details so that we can get back in touch with you. Interviews will be taking place week commencing 8 th December. If you would like any support with your application or to discuss any adjustments that you may require to support you to application process, please contact group.talent@poblgroup.co.uk or 0300 3735262 Who are Pobl group? Pobl Group is one of Wales’ largest not-for-profit housing and care organisations, providing safe homes, personalised support, and vibrant communities where people can thrive. In 2024, we merged with Linc, combining our shared values and strengths to deliver even better services and create greater opportunities across Wales. Together, we are committed to being compassionate, inclusive, and focused on making a positive difference every day.