Complaint Resolution Officer – FTC – 12 months

Homes in Somerset; Bridgwater; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

Homes in Somerset is looking for a Complaint Resolution Officer on a 12-month fixed-term contract, working 37 hours a week in a hybrid role based in Bridgwater, Somerset. You’ll manage Stage 1 housing complaints from receipt to resolution, conduct fair investigations, and communicate clearly with residents to identify service improvements.

The ideal candidate will have experience in housing or a similar customer-facing role, strong organisational skills, and an empathetic approach to ensure

Qualifications

• Experience in housing or a customer-facing role.
• Strong organisational skills.
• Empathetic approach to resident interactions.

Responsibilities

• Manage Stage 1 housing complaints from receipt to resolution.
• Carry out fair investigations and communicate clearly with residents.
• Identify opportunities to improve our services.

Skills

Customer service

Complaint handling

Housing experience

Job description

Location Hybrid – home & office based
Somerset
Bridgwater House, King Square, Bridgwater, United Kingdom Salary £34,811 – £37,563 depending on experience Closes at 15/11/2026 Contract Type Full Time, Fixed Term Contract – 12 Months Job Type Customer Service, Complaint Handling, Housing experience

We’re looking for a customer-focused Complaint Resolution Officer to join Homes in Somerset on a 12-month fixed-term contract, working 37 hours a week. You’ll manage Stage 1 housing complaints from initial receipt to resolution, carrying out fair investigations, communicating clearly with residents and identifying opportunities to improve our services. With experience in housing or a similar customer-facing role, strong organisational skills and an empathetic approach, you’ll help deliver fair outcomes and ensure residents’ voices are heard.