Vacancy Summary
Complaints Officer (Known internally as a Customer Experience Officer).
Are you passionate about delivering excellent customer service and making a real difference in your community? We're looking for a dedicated and empathetic Complaints Officer to join our team at First Choice Homes Oldham (FCHO).
In this vital role, you’ll be the first point of contact for customer complaints, ensuring that concerns are investigated thoroughly and resolved fairly, sensitively, and in line with our values. You’ll work closely with internal teams and external stakeholders to manage complaints in accordance with our policies and the standards set by the Housing Ombudsman.
The Housing Ombudsman plays a critical role in promoting fairness, transparency, and accountability across the housing sector. As a Complaints Officer, you’ll be expected to uphold these principles by working within a clear regulatory framework that ensures consistency and trust in how complaints are handled. Your ability to interpret and apply these standards will be key to delivering a high-quality, impartial service and helping FCHO meet its obligations as a responsible housing provider.
Key Responsibilities:
* Act as the first point of contact for customer complaints, ensuring timely and empathetic engagement.
* Investigate complaints thoroughly and objectively, liaising with relevant teams to gather information and resolve issues.
* Draft clear, professional Stage 1 complaint responses that reflect a fair and balanced outcome.
* Make informed decisions on fair resolutions, considering both customer experience and regulatory requirements.
* Champion fairness and transparency in complaint handling, ensuring customers feel heard and respected.
* Maintain accurate records and ensure all complaints are managed in line with FCHO’s policies and the Housing Ombudsman’s Complaint Handling Code.
* Identify learning opportunities from complaints and contribute to service improvements across the organisation.
* Support a culture of inclusion, wellbeing, and continuous improvement.
Who are we looking for?
We’re looking for someone who is customer-focused, empathetic, and confident in handling complaints with professionalism and care. While a housing background isn’t essential, the ideal candidate will be able to write clear and well-reasoned Stage 1 complaint responses and demonstrate an awareness of regulatory requirements, including the Housing Ombudsman’s Complaint Handling Code and the Regulator of Social Housing’s guidance. They should be comfortable engaging with both internal and external customers whether face-to-face, over the phone, or in writing and be committed to championing fairness, transparency, and continuous improvement in how complaints are managed
If you’re committed to FCHO’s values and want to play a key role in delivering a fair and responsive service to our customers, we’d love to hear from you.
What's in it for you?
When you become a part of the FCHO team, you receive a range of fantastic benefits, including:
* A salary of £30,063.00 per annum
* 6 month Fixed-term contract
* A 37-hour working week with hybrid working options, 3 days in office minimum
* Holiday entitlement is 30 days, plus one shut down day which will be determined by the company and eight bank holidays. Part time colleagues will receive a pro-rated entitlement. You can also purchase additional leave.
* Defined contribution pension scheme with an employer contribution of up to 10%. We also offer a pension salary exchange scheme for eligible colleagues, helping colleagues to take home more of the money they earn.
* Death in service benefit
* Automatic enrolment into a healthcare cash plan to help you cover a range of essential healthcare expenses such as dental treatment, optical care, physiotherapy, prescriptions and more.
* Automatic enrolment into a private health insurance plan
* Access to an Employment Assistance Programme with 24-hour confidential counselling support for both personal and work-related issues.
* Access to Doctorline, a 24/7 worldwide GP helpline for you, your partner and your children
* Access to our colleague benefit platform which offers discounts on hundreds of high street brands as well as providing education, support and tools to help you to live a healthier and happier life.
* Discounted gym membership
* Professional subscriptions are paid for by the business where they are an essential requirement of your role.
* Enhanced maternity, paternity, adoption and sick pay
* Access to an on-site wellbeing room
* Access to an on-site café
* Long service awards
Interested?
Take a look at the role profile and if it looks like you’ll be a good fit, send us your application before Monday at 10pm, 10th November 2025.
We reserve the right to close this vacancy at any time.
We are committed to building an organisation that represents a variety of backgrounds, perspectives and skills & are proud to be an equal opportunity workplace. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience easier, please let us know & we’ll do all we can.