Complaints Officer

Blue Octopus Recruitment Limited; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading housing provider in London is looking for a Complaints Officer to manage a varied caseload of complaints and drive service improvements. The ideal candidate has proven experience in complaint management, strong communication skills, and a proactive mindset for enhancing customer experiences. This role offers excellent benefits, including a generous holiday allowance, a great pension scheme, and hybrid working options.

Benefits

Excellent pension scheme

Generous holiday allowance

Life assurance

Flexible benefits platform

Support for learning and career development

Qualifications

• Proven experience in managing complaint cases and engaging with customers effectively.
• Strong communication and relationship-building skills.
• A proactive mindset and passion for improving customer experiences.
• Ability to analyse data, identify trends and influence service improvements.

Responsibilities

• Manage and oversee a varied caseload of complaints.
• Provide excellent, customer-focused communication.
• Build strong working relationships with colleagues.
• Analyse complaint trends and identify opportunities for improvement.
• Drive continuous improvement in complaints handling.

Skills

Customer communication

Relationship building

Data analysis

Complaint management

Job description

Overview

Hyde is looking for a Complaints Officer to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

Responsibilities

• Manage and oversee a varied caseload of complaints, Housing Ombudsman and MP enquiries, ensuring cases are resolved within timescales.
• Provide excellent, customer-focused communication and keep residents regularly informed throughout their complaint journey.
• Build strong working relationships with colleagues across service areas, holding teams accountable for timely and effective responses.
• Analyse complaint trends and identify opportunities for service improvement, sharing insights with managers and service areas.
• Drive continuous improvement in complaints handling, ensuring learning from complaints informs future policy and practice.

Why Join Hyde?

Hyde is part of the Hyde group one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

What we’re seeking

• Proven experience in managing complaint cases and engaging with customers effectively.
• Strong communication and relationship-building skills.
• A proactive mindset and passion for improving customer experiences.
• The ability to analyse data, identify trends and influence service improvements.

Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity, and inclusion are at the heart of who we are at Hyde. We’re committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. At Hyde, inclusivity isn’t a one-off initiative — it’s embedded in our culture and central to how we work every day.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.