Complaints Liaison Officer

Rooftop Housing Group; Evesham; On-site; GBP 27,000 - 33,000; Full time

Job summary

Rooftop Housing Group is seeking a Complaints Liaison Officer in Evesham, with travel to other sites as required. You will be the first contact for complaints, ensuring thorough investigations, fair resolutions, and service improvements.

The role requires strong customer service, data interpretation, and reporting skills, with experience in regulated processes. ECXEL proficiency and collaboration with multiple stakeholders are essential.

Qualifications

• Experience in customer service or complaints handling.
• Strong admin and organisational skills with keen attention to detail.
• Experience with regulated policies, procedures or compliance frameworks.

Responsibilities

• Be the first point of contact for customer complaints and handle enquiries professionally.
• Liaise with Housing Ombudsman Service and respond to information requests.
• Investigate Stage 1 complaints with colleagues to identify root causes and resolutions.

Skills

Customer service

Analytical skills

Problem solving

Data reporting

Attention to detail

Time management

Communication

Education

GCSE Maths and English (or equivalent)

Tools

Excel

Microsoft Office

Housing management systems

Job description

Location: Evesham, with travel to other sites, schemes or offices as required
Salary: £30,266 per annum

Make a Difference Through Excellent Customer Resolution

Are you a proactive problem-solver with excellent administrative and analytical skills? Do you enjoy investigating issues, working with data, and helping customers achieve positive outcomes?

We're looking for a Complaints Liaison Officer to join our team and play a key role in delivering an efficient, customer-focused complaints service. This is an exciting opportunity for someone who combines strong customer service skills with excellent attention to detail, technical capability, and a passion for continuous improvement.

As the first point of contact for complaints, you'll work closely with customers, colleagues, contractors and the Housing Ombudsman Service to ensure complaints are investigated thoroughly, resolved fairly, and used as an opportunity to improve our services.

What You'll Be Doing

As our Complaints Liaison Officer, you will:

• Act as the first point of contact for customer complaints, ensuring enquiries are handled professionally and efficiently.
• Manage relationships and correspondence with the Housing Ombudsman Service, ensuring information requests are responded to within required timescales.
• Investigate Stage 1 complaints, working with colleagues to identify root causes and recommend appropriate resolutions.
• Support the investigation and resolution of Stage 2 complaints alongside senior managers and Heads of Service.
• Keep customers informed throughout the complaints process, providing clear and timely updates.
• Extract, analyse and interpret data from internal systems to support investigations, reporting and compliance requirements.
• Produce reports and complaint summaries, identifying trends, learning opportunities and service improvements.
• Work collaboratively with colleagues across the organisation to ensure complaint outcomes, actions and lessons learned are implemented effectively.
• Support performance monitoring and reporting through accurate record keeping and strong data management.
• Build positive working relationships with customers, contractors, insurers, solicitors and external agencies.

What We’re Looking For

We're seeking an organised and resilient individual who thrives in a fast-paced environment and is committed to delivering excellent customer outcomes.

Essential Skills & Experience

• Experience working in a customer service, complaints handling or similar customer-focused role.
• Strong administrative and organisational skills with excellent attention to detail.
• Experience working within regulated policies, procedures or compliance frameworks.
• Excellent communication skills, with the ability to build positive relationships and manage challenging conversations.
• Strong analytical skills and confidence working with data and reporting.
• Advanced or intermediate Excel skills, with the ability to extract, analyse and present information effectively.
• Proficient in Microsoft Office applications and comfortable learning new systems.
• Ability to manage multiple priorities and meet deadlines.
• A proactive approach to problem-solving and continuous improvement.
• GCSE (or equivalent) Grade C/4 or above in Maths and English.

Desirable

• Experience within housing, social housing, or property services.
• Knowledge of Housing Ombudsman requirements and complaints handling.
• Experience using housing management systems.
• CIH Level 3 qualification or equivalent.

What Makes You Successful?

You will be someone who:

• Puts customers at the heart of everything you do.
• Is confident interpreting information and identifying practical solutions.
• Enjoys investigating complex issues and finding resolutions.
• Takes ownership and follows through on commitments.
• Uses data and insight to drive service improvements.
• Works collaboratively and builds trust with colleagues and customers alike.
• Remains professional, resilient and positive when handling sensitive or challenging situations.

Why Join Us?

This is a fantastic opportunity to join a team that is passionate about delivering excellent customer service and making meaningful improvements to the customer experience. You'll have the opportunity to influence positive change, develop your analytical and investigative skills, and contribute directly to improving services for our customers.

Closing date for applications: 9:00am on 16 September 2026.