Complaint Resolution Officer - 6 Month FTC

Chime Housing; Watford; Hybrid; GBP 33,000 - 41,000; Full time

Benefits offered by this job

28 days' annual leave (pro rata)

Employer pension contribution up to 11

Development opportunities

Comprehensive employee rewards scheme

Job summary

Chime Housing is seeking a Complaints Resolution Officer to join the Complaints Team. You will investigate complaints, engage with customers, and ensure fair, timely responses in line with the Housing Ombudsman's guidelines.

The role focuses on resolving issues, recording outcomes, and driving service improvements through learning and insight, with agile and flexible working practices and development opportunities within Customer Experience.

Qualifications

• Understanding of fair complaint handling and learning from complaints.
• Experience in customer-facing or complaints environment.
• Strong organisational skills to manage caseload and meet deadlines.
• Ability to produce clear written responses and maintain documentation.
• Ability to collaborate with teams to deliver outcomes and service improvements.

Responsibilities

• Investigate and resolve customer complaints in line with policy and regulation
• Manage a caseload to achieve timely and effective resolutions
• Provide high-quality customer communication and complaint responses
• Maintain accurate complaint records and support regulatory compliance
• Collaborate with internal stakeholders to deliver complaint outcomes and service improvement
• Raise service requests and book repairs to assist a customer alongside a complaint

Skills

Fair complaint handling

Customer-facing experience

Organisational skills

Attention to detail

Investigative reasoning

Job description

Complaints Resolution Officer - 6 Month FTC

Chime Housing

Salary: £36,993 (pro rata)

The Vacancy

Joining our Complaint Resolution Team, you'll play a vital role in ensuring our customers receive a fair, professional and timely response when things don't go as expected. Working closely with customers and colleagues across the organisation, you'll investigate complaints, identify solutions, put things right where service has fallen short and help drive service improvements through learning and insight.

Introduction to the role

At Chime Housing, we provide vital services that help our customers live better lives. We are recruiting a Complaints Resolution Officer to join the Complaints Team and provide excellent customer service, liaise with customers and investigate complaints in line with the Housing Ombudsman's Complaint Handling Code.

Role purpose

The objective of the role is to handle complaints fairly, put things right where service has fallen short, and achieve first-time resolution wherever possible.

What's the role?

Key Accountabilities:

• Investigate and resolve customer complaints in compliance with policy and regulation
• Manage a caseload of complaints to achieve timely and effective resolutions
• Provide high-quality customer communication and complaint responses
• Maintain accurate complaint records and support regulatory compliance
• Collaborate with internal stakeholders to deliver complaint outcomes and service improvement
• To raise service requests and book repairs to form part of complaint handling or assist a customer alongside a complaint

What are we looking for?

Essential:

• An understanding of the principles of fair complaint handling and the importance of putting things right and learning from complaints; knowledge of the Housing Ombudsman's Complaint Handling Code.
• Experience of working in a customer-facing or complaints environment, with the ability to handle challenging conversations professionally and fairly.
• Strong organisational skills, with the ability to manage and prioritise a caseload, meet deadlines and work in line with agreed timescales.
• Good attention to detail, with the ability to maintain accurate records and use systems and data to manage cases effectively.
• Ability to investigate issues, gather information and produce clear, well-structured written responses.
• Ability to communicate effectively and work collaboratively with colleagues and service teams to resolve issues and improve services.

View full Job Description HERE

Who you'll work with

• Responsible to: Senior Complaints Resolution Officer
• Department: Customer Experience

What can we offer you?

• 28 days' annual leave (pro rata)
• Employer pension contribution of up to 11%
• Development opportunities
• Comprehensive employee rewards scheme

How we work

We embrace agile working - blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

Closing date

4th October 2026

In-person Interviews

15th October 2026

(Please note we reserve the right to close the vacancy early if we receive a large response.)