Complaints and Resolution Officer

Hightown Housing Association; Hemel Hempstead; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Hybrid working

33 days annual leave incl. bank hols

Monthly attendance bonus

Life assurance (3x salary)

Health and wellbeing support

Employee discounts

Free on-site gym access

Job summary

Hightown Housing Association Ltd in Hemel Hempstead is seeking an experienced Complaints and Resolution Officer to join a newly established team. The role offers hybrid working and a salary of £41,349 per year, with a 35-hour week.

You will investigate complex issues, ensure customers feel heard, and deliver clear, empathetic responses while upholding the Housing Ombudsman Code. Join us to turn feedback into meaningful service improvements.

Qualifications

• Experience handling complaints and investigating complex cases.
• Outstanding written and verbal communication skills.
• Customer-focused and solution-oriented approach.
• Strong organisational skills and attention to detail.
• Ability to build relationships and influence stakeholders.
• Ability to manage competing priorities and meet deadlines.
• Knowledge of housing complaints processes and regulatory requirements (advantageous).
• Experience in social housing is desirable but not essential.

Responsibilities

• Be the first point of contact for customers raising concerns or complaints
• Conduct thorough investigations, working collaboratively with colleagues, contractors, and customers
• Deliver clear, empathetic, and well-reasoned complaint responses
• Ensure compliance with the Housing Ombudsman's Complaint Handling Code
• Identify trends, lessons learned, and opportunities to improve services
• Support the delivery of performance reporting and continuous improvement initiatives
• Help drive a culture where customer feedback leads to meaningful change

Skills

Complaint handling

Investigations

Written communication

Verbal communication

Customer focus

Organisational skills

Stakeholder management

Prioritisation

Job description

Description

Complaints and Resolution Officer

Hemel Hempstead (Hybrid Working)
£41,349 per annum
Full Time 35 hours per week

Help Turn Customer Feedback into Positive Change

At Hightown, we are committed to delivering exceptional housing and support services. Every complaint is an opportunity to learn, improve, and strengthen the experience of our customers.

We are looking for an experienced and emotionally intelligent Complaints and Resolution Officer to join our newly established Complaints and Resolution Team. If you are passionate about customer service, skilled at investigating complex issues, and driven to make a real difference, we would love to hear from you.

What You Will Be Doing

As our Complaints and Resolution Officer, you will play a vital role in ensuring customers feel heard, respected, and supported throughout the complaints process.

• Be the first point of contact for customers raising concerns or complaints
• Conduct thorough investigations, working collaboratively with colleagues, contractors, and customers
• Deliver clear, empathetic, and well-reasoned complaint responses
• Ensure compliance with the Housing Ombudsman's Complaint Handling Code
• Identify trends, lessons learned, and opportunities to improve services
• Support the delivery of performance reporting and continuous improvement initiatives
• Help drive a culture where customer feedback leads to meaningful change

What We Are Looking For

We are keen to hear from candidates who can combine strong investigation skills with excellent customer care.

• Experience handling complaints and investigating complex cases
• Outstanding written and verbal communication skills
• A customer-focused and solution-oriented approach
• Strong organisational skills and attention to detail
• The ability to build positive relationships and influence stakeholders
• Confidence managing competing priorities and meeting deadlines
• Knowledge of housing complaints processes and regulatory requirements would be advantageous
• Experience within social housing is desirable but not essential for candidates with transferable complaints-handling experience

Why Join Hightown?

At Hightown, you will be part of a supportive organisation where your work genuinely makes a difference to people's lives.

We offer:

• Competitive salary of £41,349
• Hybrid working following successful completion of probation
• 33 days annual leave including bank holidays, increasing with service
• Monthly attendance bonus
• Life assurance cover of three times your annual salary
• Health and wellbeing support services
• Employee discounts across retail, leisure, restaurants and cinemas
• Free on-site gym accessLearning and development opportunities to support your career growth

Ready to Make a Difference?

If you're passionate about delivering excellent customer service, resolving issues with empathy and professionalism, and helping improve services for our customers, we'd love to hear from you.

Hightown is proud to be an Equal Opportunities and Disability Confident Employer. We welcome applications from all backgrounds and are committed to creating an inclusive workplace where everyone can thrive

Documents

Supporting documents for this role

• Job Description Complaints and Resolution Officer .pdf 224.8 KB Download