Complaints Advisor - Customer Experience Champion (Remote)

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

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.