Complaints Assistant

Hightown Housing Association; Hemel Hempstead; Hybrid; GBP 24,000 - 33,000; Full time

Benefits offered by this job

33 days leave

Annual attendance bonus

On-site gym

Workplace pension

Life assurance cover

Staff discounts

Job summary

Hightown Housing Association in Hemel Hempstead is seeking a Complaints Assistant to support the Complaints & Resolution Manager. You will handle customer calls, acknowledge complaints in writing, manage the complaints log, and input data to keep records accurate.

This full-time hybrid role pays £28,719 per annum, with 33 days’ leave, a workplace pension, life assurance, on-site gym access and staff discounts.

Qualifications

• Empathetic and customer-focused approach.
• Attention to detail with accurate records.
• Proactive and collaborative, able to work with multiple teams.
• Confident in pursuing information to meet deadlines.
• Strong administration and data-entry skills.

Responsibilities

• Provide administrative support and acknowledge complaints in writing.
• Coordinate and maintain the Complaints Log and ensure accuracy of records.
• Input data, process information, and maintain logs with precision.
• Monitor progress and chase commitments post investigations.
• Promote excellent customer engagement across the organisation.
• Take minutes for Customer Complaints Scrutiny Panel and Quarterly Lessons Learnt meetings.
• Assist with responses to Subject Access Requests.
• Complete complaints closure surveys with customers and support data collection.
• Produce reports by gathering information from across the organisation.

Skills

Empathetic & customer-focused

Detail-oriented

Proactive & collaborative

Confident to chase information

Administrative excellence

Tools

Office software

Job description

Complaints Assistant

2026-09-17T00:00:00

Location: Hazlemere, Buckinghamshire, GB, HP15 7

Date Posted: Any

Application Deadline: 2026-10-17T03:36:51.127

Job Description

Complaints Assistant

Location: Hemel Hempstead

Salary: £28,719

Hours: Full-time (Hybrid)

Do you have strong administration skills and would like to be part of a new team that delivers high-quality customer service? If so, Hightown Housing Association has an exciting opportunity for you!

About Us:

Hightown Housing Association is a charitable housing association operating across Hertfordshire, Bedfordshire, Buckinghamshire, and Berkshire. We believe everyone deserves a home and the support they need. Our mission is to build new homes and provide excellent housing and support services. With over 9,000 homes and a team of more than 1,100 dedicated staff, we are committed to making a positive impact in our communities.

The Role:

As a Complaints Assistant, you will play a crucial part in supporting the Complaints & Resolution Manager and the wider Complaints & Resolutions Team. Your responsibilities will include:

• Administrative Support: Provide essential administrative support, including taking calls from customers and acknowledging complaints in writing.
• Complaints Log Management: Coordinate and administer the Complaints Log, ensuring it remains up-to-date and accurate.
• Data Input and Record Keeping: Input data, process information, and maintain the Complaints and Compliments logs with precision.
• Monitoring and Follow-Up: Regularly monitor and chase progress on commitments made during and after complaints investigations.
• Customer Engagement: Champion excellent customer service and engagement within the organisation.

Key Responsibilities:

• Support the team to ensure a robust and consistent approach to complaint handling.
• Provide administrative support to the Customer Complaints Scrutiny Panel and Quarterly Complaints Lessons Learnt meetings by taking minutes at meetings and sharing feedback.
• Assist with collating responses to Subject Access Requests.
• Complete complaints closure surveys with customers and support data collection.
• Collaborate across the organisation to gather information and produce reports.
• Promote customer engagement and excellent service within the wider organisation.

About You:

• Empathetic and Customer-Focused: You understand the importance of listening and responding to customer needs with empathy.
• Detail-Oriented: You have a keen eye for detail and ensure all records and documentation are accurate.
• Proactive and Collaborative: You work well with others and take initiative to resolve issues efficiently.
• Confident: You will be confident chasing colleagues and customers for information to ensure deadlines are met.

What We Offer:

• A Supportive Environment: Join a team that values collaboration and mutual support.
• Professional Growth: Opportunities for training and development to enhance your skills.
• Annual leave: 33 days including Bank Holidays (increasing with service)
• Competitive Salary: £28,719 per annum for a 35-hour week.
• Monthly Attendance Bonus
• Workplace Pension Scheme: And life assurance cover of three times your annual salary.
• Discounts and Savings: High street retailers, gyms, restaurants, and cinemas.
• Employee Support: Health & wellbeing services.
• Free On-site Gym Access

Join Us:

If you are ready to make a meaningful impact and be part of a new team that is dedicated to providing excellent housing and support services, we want to hear from you! Help us continue to build a better future for our communities. We will be reviewing and interviewing candidates on an ongoing basis, so we encourage you to apply early to avoid missing out.

Hightown is an Equal Opportunities & Disability Confident Employer.