Complaints Officer

MMP Consultancy; Croydon; On-site; GBP 26,000 - 32,000; Full time

Job summary

MMP Consultancy seeks an experienced Complaints Officer to support our social housing contract, based between our Croydon office and the client's location. This is a permanent opportunity following a temp-to-perm arrangement.

You will manage complaints from receipt to resolution, coordinate with teams, and maintain records. The role requires strong communication and the ability to handle high volumes professionally.

Qualifications

• Previous experience in a demanding complaints-handling environment is essential.
• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Ability to manage a high-volume workload and handle challenging situations professionally.
• Social housing experience is desirable.

Responsibilities

• Manage customer complaints from receipt through to resolution.
• Investigate issues and coordinate responses with operational teams and clients.
• Maintain accurate records and ensure complaints are resolved within agreed timescales.
• Provide regular updates to residents and stakeholders.
• Support service improvement by identifying trends and recurring issues.

Skills

Complaint handling

Customer service

Communication

Organisational skills

Attention to detail

Job description

Location: CR0

Contract: Temp to Perm

Hours: Full-time, 5 days per week (office-based)

We are seeking an experienced Complaints Officer to support the delivery of services across four workstreams within a social housing contract. This role will be based between our office and the client's office in Croydon.

Key Responsibilities:

• Manage customer complaints from receipt through to resolution.
• Investigate issues and coordinate responses with operational teams and clients.
• Maintain accurate records and ensure complaints are resolved within agreed timescales.
• Provide regular updates to residents and stakeholders.
• Support service improvement by identifying trends and recurring issues.

Requirements:

• Previous experience in a demanding complaints-handling or customer service environment is essential.
• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Ability to manage a high-volume workload and handle challenging situations professionally.
• Social housing experience is desirable.

This is an excellent opportunity for a customer-focused professional looking to secure a permanent role within a growing social housing contractor