Complaints & Customer Service Officer

Kent Housing Group; Ashford; On-site; GBP 26,000 - 34,000; Full time

Job summary

Town and Country Housing is looking for a Complaints Officer to join the Contracts and Compliance Team in Ashford. You will be the first point of contact for complaints, coordinating with customers, contractors and internal teams to resolve issues promptly.

You will investigate and respond to complaints, maintain clear written correspondence and audit trails, and help improve services through reporting and feedback. The role also covers repairs inquiries and routine admin tasks.

Responsibilities

• First point of contact for complaints and escalations with customers, contractors, and colleagues.
• Investigate and respond to complaints; maintain audit trails and meet timescales.
• Support repairs enquiries, data collection for audits, and general administration for service improvement.

Job description

Town and Country Housing is looking for a Complaints Officer to join the Contracts and Compliance Team in Ashford. You will be the first point of contact for complaints, coordinating with customers, contractors and internal teams to resolve issues promptly.

You will investigate and respond to complaints, maintain clear written correspondence and audit trails, and help improve services through reporting and feedback. The role also covers repairs inquiries and routine admin tasks.