Complaint Resolution Officer

Amplius; Boston; Hybrid; GBP 30,000 - 41,000; Full time

Job summary

Amplius is seeking a Complaint Resolution Officer to investigate complaints, gather evidence and work with colleagues and contractors to achieve fair outcomes.

You will provide clear, empathetic updates to customers, manage cases within agreed timescales and ensure records are kept accurately in line with service standards and regulatory requirements. This is a hybrid role with weekly office presence in Milton Keynes, Rushden or Boston and a 36.25 hour week.

Qualifications

• Experience handling complex or escalated complaints within social housing, public services or a regulated sector.
• Understanding of complaint handling best practice and the Housing Ombudsman’s Complaint Handling Code.
• Strong communication and investigation skills, with the ability to handle sensitive situations fairly and professionally.

Responsibilities

• Investigate customer complaints, gathering evidence and working with colleagues and contractors to achieve fair outcomes.
• Provide clear, empathetic updates to customers throughout the complaint process.
• Ensure complaints are managed within agreed timescales and in line with service standards and regulatory requirements.
• Maintain accurate complaint records, monitor actions and manage compensation where appropriate.
• Identify lessons learned from complaints and share feedback to support service improvements.
• Build positive relationships with teams, contractors and stakeholders while promoting a strong complaints culture.

Skills

Investigation

Communication

Customer service

Time management

Regulatory knowledge

Job description

Complaint Resolution Officer

Hybrid - Milton Keynes, Rushden or Boston

£35,224 per year

Permanent, Full-Time

Join Amplius as a Complaint Resolution Officer, where you'll investigate complaints, support fair outcomes, and help improve our services. Working closely with colleagues, contractors and customers, you'll make sure every complaint is handled with empathy, transparency and in line with the highest service standards.

Salary: £35,224 per year

Contract: Permanent, full time

Your week: 36.25 hours - Monday to Friday 9am to 5pm

Location: Hybrid - weekly office presence in Milton Keynes, Rushden or Boston with occasional travel for meetings or training. Office-based 5 days per week during initial training.

You can read about our fantastic colleague benefits here - Amplius colleague benefits

Snapshot of your role

• Investigate customer complaints, gathering evidence and working with colleagues and contractors to achieve fair outcomes.
• Provide clear, empathetic updates to customers throughout the complaint process.
• Ensure complaints are managed within agreed timescales and in line with service standards and regulatory requirements.
• Maintain accurate complaint records, monitor actions and manage compensation where appropriate.
• Identify lessons learned from complaints and share feedback to support service improvements.
• Build positive relationships with teams, contractors and stakeholders while promoting a strong complaints culture.

What you'll need to thrive in this role

• Experience handling complex or escalated complaints within social housing, public services or a regulated sector.
• Understanding of complaint handling best practice and the Housing Ombudsman’s Complaint Handling Code.
• Strong communication and investigation skills, with the ability to handle sensitive situations fairly and professionally.
• Ability to manage a busy caseload, prioritise work and maintain accurate records.
• A customer-focused and resilient approach, with strong problem-solving skills and a commitment to equality and continuous improvement.
• Important - DBS clearance and right to work in the UK are essential requirements. We do not provide sponsorship.

Please read the attached Job Description before applying so you get the full scope of the role.

Closing: 19 October

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 40,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We're a team of over 1,300 colleagues driven to have a positive impact on people's lives and provide affordable homes that make a difference.