Complaints & Customer Experience Investigator (Hybrid)

The Methodist Church in Britain; England; Hybrid; GBP 29,000 - 42,000; Full time

Benefits offered by this job

Holiday entitlement 26-31 days + bank

Birthday day off

Pension contribution

Flexible working

Personal development

Health and wellbeing package

Volunteering scheme

Cycle to work / car benefit

Job summary

Vico Homes is seeking two Complaints Officers in its Customer Relations Team. One post is permanent and the other is fixed-term to cover maternity leave, both on a hybrid basis with at least three office days per week and a 37-hour week.

The role involves investigating complaints, quality-checking responses, and drawing learning to improve services while handling MP and Chief Executive enquiries. Experience with customer-facing work and investigations is essential.

Qualifications

• Experience of working with customers and service users.
• Experience of evidence collection and conducting investigations or audit.

Responsibilities

• Support complaint investigations and outcomes with teams across the business
• Provide support to service managers and customers during complaints
• Carry out quality assurance of complaint responses
• Drive learning from complaints
• Ensure complaints are handled fairly and properly in line with the Housing Ombudsman Code
• Support customers through the investigation process and complaint structure so they feel heard
• Handle MP enquiries and enquiries addressed to the Chief Executive with customer-focused responses

Skills

Passion for delivering high standards

Excellent communication

Collaborative working

Job description

Vico Homes is seeking two Complaints Officers in its Customer Relations Team. One post is permanent and the other is fixed-term to cover maternity leave, both on a hybrid basis with at least three office days per week and a 37-hour week.

The role involves investigating complaints, quality-checking responses, and drawing learning to improve services while handling MP and Chief Executive enquiries. Experience with customer-facing work and investigations is essential.