Complaints & Governance Officer (Hybrid)

NIFHA; Belfast City District; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible/Hybrid working

Health cash plan

Death in service benefit

Annual leave 22 days + 5 after 5 years

Public holidays 12

Job summary

Choice Housing is seeking a Corporate Services Officer (Complaints) to lead investigations and manage formal complaints, ensuring fair, timely and customer-focused resolutions. The role supports governance through reporting, data protection, compliance and service improvement activities, while contributing to communications, staff engagement and wider Corporate Services initiatives.

The successful candidate will work 37 hours per week, with a permanent contract, and be based in the Belfast area.

Qualifications

• Degree level qualification (or equivalent) in Business, Public Administration, Communications or another relevant discipline AND 2 years’ experience in a corporate services role with experience in governance, complaints handling, customer service, frontline communication, casework OR 3 years’ experience in a corporate services role with experience in governance, complaints handling, customer service, frontline communication, casework

Responsibilities

• Lead the investigation and management of formal complaints, ensuring fair, timely and customer-focused resolutions.
• Support governance through complaint reporting, data protection, compliance and service improvement activities.
• Contribute to communications, staff engagement, community investment and wider Corporate Services initiatives.

Skills

Complaint handling knowledge

Customer service

Frontline communication

Casework

Education

Degree in Business/Public Administration/Communications or equivalent

Job description

Choice Housing is seeking a Corporate Services Officer (Complaints) to lead investigations and manage formal complaints, ensuring fair, timely and customer-focused resolutions. The role supports governance through reporting, data protection, compliance and service improvement activities, while contributing to communications, staff engagement and wider Corporate Services initiatives.

The successful candidate will work 37 hours per week, with a permanent contract, and be based in the Belfast area.