Complaints & Case Resolution Specialist (Hybrid)

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

Benefits offered by this job

Pension scheme

Holiday allowance

Life assurance

Flexible benefits platform

Career development support

Hybrid working

Job summary

Hyde Group is seeking a Complaints Officer to join a collaborative and values-driven team in London. You will manage complaint cases, Housing Ombudsman and MP enquiries within agreed timescales, keeping customers informed throughout the journey.

The role focuses on effective case resolution, proactive stakeholder engagement and delivering a high standard of customer service in a supportive, wellbeing-conscious environment.

Qualifications

• Experience in complaint handling and case management.
• Strong communication, organisation and attention to detail.
• Proactive mindset and passion for delivering customer outcomes.
• Ability to manage competing priorities, engage stakeholders and hold service areas to account.

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 strong relationships with service areas, providing advice, support and challenge to help resolve complaints effectively.
• Identify trends, service failures and improvements through complaint analysis and reporting.

Skills

Complaint handling

Case management

Customer service

Communication

Organisational skills

Job description

Hyde Group is seeking a Complaints Officer to join a collaborative and values-driven team in London. You will manage complaint cases, Housing Ombudsman and MP enquiries within agreed timescales, keeping customers informed throughout the journey.

The role focuses on effective case resolution, proactive stakeholder engagement and delivering a high standard of customer service in a supportive, wellbeing-conscious environment.