Job Title: Complaints Officer – Stage 1
Location: Office-Based
Salary: £32,000 per annum
Contract Type: Full-Time, Permanent
About the Role
Our client, a leading repairs and maintenance contractor, is seeking a dedicated and organised Complaints Officer to join their growing customer service team. This role will focus primarily on managing Stage 1 complaints, ensuring residents receive timely, fair, and professional resolutions.
Working in a fast-paced environment, you will act as a key point of contact for customer concerns relating to repair and maintenance services. The successful candidate will be responsible for investigating complaints, liaising with internal teams and contractors, and delivering clear and effective responses.
Key Responsibilities
Manage and respond to Stage 1 complaints in line with company policies and service level agreements
Investigate issues thoroughly by liaising with operational teams, supervisors, and subcontractors
Maintain accurate records of complaints, actions taken, and outcomes
Draft clear, professional written responses to customers
Ensure complaints are resolved within agreed timescales
Identify recurring issues and support continuous service improvement
Provide excellent customer service and maintain a calm, empathetic approach when handling resident concerns
About You
Previous experience handling complaints within housing, repairs, maintenance, or a similar service environment
Strong written and verbal communication skills
Excellent organisational and investigative abilities
Ability to manage a high volume of cases and work to deadlines
Proficient in Microsoft Office and internal case management systems
A professional and customer-focused approach
What’s on Offer
Salary of £32,000 per annum
Stable, full-time office-based role
Opportunity to work with a leading repairs and maintenance contractor
Supportive team environment with opportunities to develop your career
If you have experience managing complaints and are passionate about delivering fair and effective resolutions for customers, we would love to hear from you