Complaint Resolution Specialist (Hybrid)

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

Job summary

Amplius is seeking a Complaint Resolution Officer to investigate customer complaints, gather evidence with colleagues and contractors, and strive for fair outcomes that improve our services.

The role operates in a hybrid setup with weekly office presence in Milton Keynes, Rushden or Boston and occasional travel; initial training is conducted in the office. You will provide empathetic updates, manage timescales, and maintain records.

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.
• 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.

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

Complaint handling

Investigation

Communication

Record keeping

Problem solving

Customer service

Job description

Amplius is seeking a Complaint Resolution Officer to investigate customer complaints, gather evidence with colleagues and contractors, and strive for fair outcomes that improve our services.

The role operates in a hybrid setup with weekly office presence in Milton Keynes, Rushden or Boston and occasional travel; initial training is conducted in the office. You will provide empathetic updates, manage timescales, and maintain records.