Complaints Officer

BDS (Northern) Limited; Exeter; On-site; GBP 30,000 - 36,000; Full time

Job summary

BDS (Northern) Limited is seeking a Complaints Officer to join a leading housing association in Exeter. The role is full-time, Monday to Friday, 9am–5pm with a hybrid pattern: three days from home and two days in the office after training; six-month fixed-term contract.

You will conduct investigations into resident complaints, work with internal teams and external contractors, ensure compliance with housing ombudsman codes, document interactions in the CRM, and report on recurring issues to

Qualifications

• Proven experience managing customer service complaints.
• Relevant customer service qualification or equivalent experience.
• Experience in a customer service environment.

Responsibilities

• Conduct detailed investigations into resident complaints and gather/analyse information.
• Collaborate with internal teams and external contractors to resolve complaints.
• Ensure compliance with relevant housing and complaint-handling codes and regulations.
• Document all complaint-related interactions in the CRM system.
• Provide feedback to management to drive service improvement and reduce complaint volumes.

Skills

Complaint handling

Customer service

CRM

Education

Customer service qualification or equivalent

Tools

CRM software

Job description

BDS are recuiting 2 Complaints officer to work with a leading housing association in Exeter.

Full time Monday- Friday 9am- 5pm

3 days from home, 2 days in the office following completing training

6 month fixed term contract in the first instance.

Salary £33,163 per annum

Main duties include but are not limited to:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Essential Criteria:

• Proven experience of managing customer service complaints.
• Customer Service qualification (or equivalent experience through work or study), or willingness to work towards.
• Experience in working in a customer service environment.

Desirable:

• Experience creating reports along with knowledge of performance monitoring and management.
• Knowledge of social housing policy.
• Experience of scheduling activities, events or deliveries and of using a booking system or software.