Complaints & Customer Care Officer (Hybrid)

TCH; Tunbridge Wells; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Contributory pension up to 10%

Life assurance 4x annual salary

30 days annual leave + bank holidays

Two volunteer days per year

GP service & counselling

Eye test voucher

Enhanced parental leave

Flexible benefits & discounts

Job summary

Town and Country Housing is seeking a Complaints Officer to join the Contracts and Compliance Team. You will manage customer complaints, investigate issues, and provide administrative support across repairs and maintenance. You’ll be the main contact for customers, contractors, and colleagues, ensuring timely responses and accurate records.

You will handle enquiries, contribute to audits, and drive service improvements by analysing feedback and producing clear reports for management.

Qualifications

• Strong administrative experience and excellent communication skills.
• GCSE English and Maths are required; good numeracy and reporting skills help.

Responsibilities

• Be the first point of contact for complaints and escalations.
• Investigate and respond to complaints, producing clear written correspondence.
• Maintain audit trails and ensure responses meet timescales.
• Support repairs enquiries and data collection for audits.
• Assist with reporting and continuous service improvement through feedback.

Skills

Administrative experience

Excellent communication

Organised

Customer-focused

Education

GCSE English

GCSE Maths

Tools

Microsoft Office

Excel

Job description

Town and Country Housing is seeking a Complaints Officer to join the Contracts and Compliance Team. You will manage customer complaints, investigate issues, and provide administrative support across repairs and maintenance. You’ll be the main contact for customers, contractors, and colleagues, ensuring timely responses and accurate records.

You will handle enquiries, contribute to audits, and drive service improvements by analysing feedback and producing clear reports for management.