Your new company We are partnering with a large, well‑established organisation within the regulated housing sector to recruit an experienced Complaints Officer (internally known as a Customer Experience Officer). This is a confidential vacancy, and full employer details will be shared with shortlisted candidates.Complaints are a crucial part of how this organisation learns, improves, and delivers safe, high‑quality services that residents can rely on. This role is ideal for someone who thrives in a structured, high‑volume environment, shows empathy, and takes real ownership of delivering thorough, fair outcomes. Your new role You will manage end‑to‑end complaint investigations for cases escalated beyond the informal stage. These cases often involve sensitive, complex and multi‑layered issues, requiring excellent communication, strong judgement, and a meticulous approach to fact‑finding.Key responsibilities include: Conducting timely, robust investigations into a varied caseload of tenant complaints Managing 15-20 open cases at any given time, each at different stages of the process Communicating clearly and consistently with tenants throughout their complaint journey Working collaboratively with internal teams to gather information and understand root causes Producing high‑quality written outcome letters and clear case documentation Managing competing priorities in a fast‑...