JOB SUMMARY
CUSTOMER SATISFACTION OFFICER – VAL ROBERTS HOUSE, NOTTINGHAM
Employment type: Permanent – 37 Hours per week, Salary: £27,355 – £29,690 (FTE)
OVERVIEW
An exciting opportunity for 2 exceptional individuals to join Frameworks Customer Satisfaction team. The postholders will manage a caseload of complaints through to resolution in line with the Housing Ombudsman Complaint Handling Code and Frameworks complaint procedures.
RESPONSIBILITIES
* Manage a caseload of complaints to resolution, adhering to the Housing Ombudsman Complaint Handling Code for housing‑related complaints and Frameworks complaint procedures.
* Support the Customer Satisfaction Manager and create a positive complaint handling culture.
* Ensure that relevant systems and records are accurate and up to date.
* Effectively communicate with residents and colleagues about housing‑related complaints.
* Track timescales to ensure compliance with the Housing Ombudsman and Frameworks non‑housing complaints policy.
* Interrogate internal systems, extract data, and report issues and trends for learning and improvement.
QUALIFICATIONS & EXPERIENCE
* Experience working with vulnerable groups, particularly in a complaint handling or customer service role.
* Understanding of the Housing Ombudsman Complaint Handling Code.
* Excellent verbal and written communication skills.
* Organised, able to work confidently with processes and systems.
* Commitment to delivering exceptional customer service.
LOCATION
Based at our head office in Nottingham, with flexibility for some home working after the induction period.
APPLICATION
Please apply by sending your CV and a covering letter explaining why you are the right person for this role, referencing any relevant experience in complaints handling.
WHY JOIN US?
* Full induction, e‑learning, classroom training, management development pathways, fully‑funded professional qualifications.
* Wellbeing support through a dedicated Wellbeing Practitioner.
* Employee assistance programme, salary sacrifice schemes.
* Stakeholder pension, enhanced maternity and paternity leave, paid sick leave.
* 32 days holiday including Bank Holidays, increasing with service.
* Paid DBS and update service.
* Loyalty awards and non‑contributory life insurance.
* Equality and diversity commitment – we welcome applicants from all backgrounds, including people with disabilities.
EQUITY, DIVERSITY & INCLUSION
Framework is an Equal Opportunities Employer. Registered charity No: 1060941.
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