Complaints & Case Resolution Officer – Hybrid

The Hyde Group; Chichester; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Excellent pension scheme

Generous holiday allowance

Life assurance

Flexible benefits platform

Job summary

The Hyde Group in Chichester is seeking a Complaints Officer to join a collaborative, values-driven team. The role involves managing complaint cases, Housing Ombudsman and MP enquiries, with a focus on timely, customer-focused resolution.

Office-based with hybrid working options, offering a supportive environment, pension, holidays and development opportunities within a leading housing provider.

Qualifications

• Experience in complaint handling, case management or customer resolution is required.
• Strong communication, organisation and attention to detail are essential.
• Proactive mindset and passion for delivering excellent customer outcomes.

Responsibilities

• Process, manage, respond to and monitor complaint cases, including Ombudsman and MP enquiries.
• Provide a responsive, customer-focused frontline service to internal and external customers.
• Manage and prioritise a busy caseload, ensuring complaints are progressed within agreed timescales.
• Build relationships with service areas, providing advice, support and challenge to resolve complaints effectively.
• Identify trends, service failures and improvements through complaint analysis and reporting.

Skills

Complaint handling

Customer service

Attention to detail

Stakeholder management

Job description

The Hyde Group in Chichester is seeking a Complaints Officer to join a collaborative, values-driven team. The role involves managing complaint cases, Housing Ombudsman and MP enquiries, with a focus on timely, customer-focused resolution.

Office-based with hybrid working options, offering a supportive environment, pension, holidays and development opportunities within a leading housing provider.