Complaint Resolution Officer

IRIS Recruitment; Rushden; Hybrid; GBP 34,000; Full time

Job summary

A leading recruitment firm is looking for a Complaint Resolution Officer to manage customer complaints effectively. This role requires strong investigative and communication skills, particularly in fast-paced environments. You will lead fair investigations, maintain accurate records, and promote a culture of positive complaint resolution. The position is hybrid, requiring weekly presence in Rushden, Boston, Peterborough, or Milton Keynes office, with a competitive salary of £34,000. Applicants must be eligible to work in the UK.

Qualifications

• Experience in handling complex complaints in social housing or public services.
• Ability to assess evidence and deliver transparent outcomes.
• Knowledge of the Housing Ombudsman’s Complaint Handling Code.

Responsibilities

• Lead complaint investigations ensuring fair outcomes.
• Maintain clear communication throughout the complaint process.
• Support service improvements based on complaints analysis.

Skills

Complex customer complaints handling

Investigative skills

Collaborative teamwork

Communication skills

Time management

Job description

Complaint Resolution Officer

Rushden, Boston, Peterborough or Milton Keynes (Hybrid Working)

£34,000

Permanent, Full Time

Hybrid – weekly presence required in either Rushden, Boston, Peterborough, or Milton Keynes office

Your week: Full Time (Mon to Fri, 9am to 5pm)

As a Complaint Resolution Officer at Amplius, you’ll deliver a high‑quality, customer‑focused complaint resolution service that ensures fair outcomes, learning and continuous improvement. You’ll champion a positive complaints culture and ensure compliance with the Housing Ombudsman Service Complaint Handling Code.

Snapshot of your role

Lead fair, evidence‑based complaint investigations, ensuring responses meet regulatory codes and internal timescales. Act as an impartial advocate for customers, maintaining clear, empathetic communication throughout the complaint journey. Promote a positive complaints culture and work collaboratively with colleagues, contractors and stakeholders. Track and monitor all actions and commitments to ensure timely completion and improved customer outcomes. Identify lessons learned from complaints and support service improvements across the organisation. Maintain accurate CRM Dynamics records and award compensation in line with policy where service failures occur.

What we’re looking for

Experience of working in a fast‑paced environment and handling complex customer complaints in social housing, public services or regulated sectors. Ability to investigate issues thoroughly, assess evidence and deliver fair, transparent outcomes. Experience collaborating with multiple internal teams and external contractors. Track record of meeting performance targets related to complaint handling or customer satisfaction. Strong communication skills, including supporting customers in vulnerable circumstances and excellent time management skills. Understanding of the Housing Ombudsman’s Complaint Handling Code and complaint resolution principles.

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

Timeline

• Closing: 16th February
• Phone Screenings: 23rd February
• On Site Interviews: 3rd March

DBS clearance may be required for this role.

We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.

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