Complaints Advisor

Magna Housing Group; Dorchester; Remote; GBP 27,000 - 33,000; Full time

Job summary

Magna Housing Group is seeking a Complaints Advisor to guide customers through the formal complaints process, ensuring concerns are understood, investigated and resolved in line with our policy. The role is home-based with occasional travel to Magna offices and requires working within a 37-hour week.

Salary is £29,988 per annum with benefits; closing date 27 October 2026. Applicants must have legal right to work in the UK with no sponsorship.

Qualifications

• Excellent communication skills in writing and speaking.
• Ability to evaluate evidence objectively to make fair decisions.
• Own workload, progress complaints independently and follow through on actions.
• Proactive mindset to develop the role and contribute ideas for improvements.
• Strong relationship-building across departments to investigate complaints fairly.

Responsibilities

• Champion a positive customer experience by delivering a fair, empathetic complaints service and supporting customers through the journey.
• Manage formal complaints from multiple channels, ensuring cases are recorded, progressed and handled to timescales and standards.
• Drive high-quality complaint handling with evidence-based responses aligned to best practices and policy.
• Act as the customer’s main point of contact, providing clear, timely updates and explanations of next steps.
• Use insight from complaints to drive service improvements and reduce repeat issues.

Skills

Excellent communication

Judgement & decision-making

Ownership & accountability

Proactive development

Relationship building

Job description

• Salary £29,988 per annum plus benefits.

• 37 hours per week.

• Fixed Term Contract - 9 Months

• Home-based with occasional travel to our Magna offices. We recommend that you live within 50 miles of our Head Office (DT1 2PJ)

• Closing date for applications: 27.10.26 (Midday)

Please be aware that we are unable to provide Visa Sponsorship against this role. Applicants must already have the legal right to work and reside in the UK without the need for Employer Sponsorship.

At Magna, our vision is to create great homes together. We have ambitious plans, and are seeking creative, aspirational, and talented people to join our fast paced, adaptable, and highly collaborative environment.

The role & what you take care of:

At Magna, we are passionate about creating great homes together and giving our customers the best possible experience. We know that delivering excellent services means listening carefully when customers raise concerns, responding with empathy and professionalism, and taking meaningful action to resolve issues fairly. As a Complaints Advisor, you will play an important role in guiding customers through the formal complaints process, making sure their concerns are clearly understood, thoroughly investigated and resolved in line with our complaints policy. You will work closely with colleagues across Magna to gather information, provide clear updates and help identify opportunities for learning and service improvement. By using complaint insight to drive positive change, you will help us strengthen trust with our customers and deliver better outcomes for the people and communities we serve. In this role you will:

• Champion a positive customer experience: Take ownership of delivering a fair, empathetic and professional complaints service, ensuring customers feel listened to, understood and supported throughout the complaints journey.

• Manage formal complaints from multiple channels: Oversee formal complaints received through a range of contact routes, ensuring each case is recorded, progressed and managed in line with agreed timescales, policies and service standards.

• Drive high-quality complaint handling: Work collaboratively with colleagues across Magna to make sure complaint responses are thorough, evidence-based and aligned with best practice, industry standards and our commitment to doing the right thing for customers.

• Act as the customer’s main point of contact: Provide clear, timely and consistent communication to customers throughout the complaints process, helping them understand what is happening, what to expect next and how their concerns are being addressed.

• Use insight to improve services: Identify themes, learning and improvement opportunities from complaints, working with teams across the organisation to support service improvements and reduce repeat issues for customers.

What you need to be successful:

• Excellent communication skills: You will be confident communicating clearly and professionally, both in writing and verbally. You will hold demonstrable skill set enabling you to explain information in a way that is easy to understand and the ability to adapt your communication style depending on the situation.

• Sound judgement and decision-making: Previous experience of evaluating evidence objectively to make fair, balanced decisions. Using your judgement, you will consider customer needs, policy requirements and the wider context to support the right outcomes.

• Ownership and accountability: You will take responsibility for managing your workload, progressing complaints effectively and making sure actions are followed through. You will be comfortable working independently, prioritising tasks and keeping things moving without needing close supervision.

• A proactive approach to developing the role: You will bring a positive, curious mindset and be keen to grow with the role as it develops, seeking opportunities to improve ways of working, make the role your own and contribute ideas that help strengthen our complaints process.

• Relationship building and constructive challenge: Proven ability to build strong working relationships across departments, ask insightful questions, and investigate complaints thoroughly and fairly to ensure customers receive clear responses and fair outcomes.

Our full range of benefit details can be viewed on our website under each vacancy.

Magna reserves the right to close the vacancy early should sufficient applications be received. We therefore highly recommend that you submit your application early.