Complaints Officer

Housing Quality Network; Greater London; Hybrid; GBP 28,000 - 37,000; Full time

Job summary

Leeds Federated is recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. You’ll own Stage 1 complaints, conduct investigations, and provide clear, empathetic responses to customers.

You’ll work with colleagues and contractors to reach fair resolutions and drive service improvements. You’ll identify recurring issues, help reduce repeat complaints, and stay up to date with the Housing Ombudsman Complaint Handling Code and related legislation to ensure

Qualifications

• Experience in a customer service environment.
• Experience of carrying out administrative tasks accurately and to a high standard.
• Good computer literacy, with the ability to use digital systems and tools effectively.

Responsibilities

• Take ownership of Stage 1 complaints from beginning to end, acting as the main point of contact for customers.
• Carry out thorough, evidence-based investigations, gathering information from colleagues, contractors and other partners.
• Provide clear, empathetic and customer-focused responses that explain what happened, your findings and how we will aim to resolve the complaint.
• Keep customers informed throughout the complaint process, taking account of individual circumstances and communication needs.
• Make fair and proportionate decisions on resolutions in line with our policies and procedures.
• Work closely with teams across Leeds Fed to identify recurring issues, share learning and help reduce repeat complaints.
• Support the development of a positive complaint-handling culture across the association.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant legislation and good practice.
• Maintain accurate and timely complaint records and ensure information is handled in line with our policies and procedures.

Skills

Customer service experience

Administrative tasks

Computer literacy

Relationship building

Decision making within policies

Time management

Job description

We’re recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. This is a new role at Leeds Fed, focused on making complaints more manageable while ensuring our customers get the attention and resolution they deserve.

You’ll take ownership of Stage 1 complaints, carrying out investigations, making fair decisions and working with customers, colleagues and contractors to reach appropriate resolutions. You’ll also help us identify recurring issues and turn complaints into opportunities to improve our services.

Whatyou’lldo:

• Take ownership of Stage 1 complaints from beginning to end, acting as the main point of contact for customers.
• Carry out thorough, evidence-based investigations, gathering information from colleagues, contractors and other partners.
• Provide clear, empathetic and customer-focused responses that explain what happened, your findings and how we will aim to resolve the complaint.
• Keep customers informed throughout the complaint process, taking account of individual circumstances and communication needs.
• Make fair and proportionate decisions on resolutions in line with our policies and procedures.
• Work closely with teams across Leeds Fed to identify recurring issues, share learning and help reduce repeat complaints.
• Support the development of a positive complaint-handling culture across the association.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant legislation and good practice.
• Maintain accurate and timely complaint records and ensure information is handled in line with our policies and procedures.

Whatwe’relooking for:

• Experience of working in a customer service environment.
• Experience of carrying out administrative tasks accurately and to a high standard.
• Good computer literacy, with the ability to use digital systems and tools effectively.
• Ability to build and maintain positive working relationships with customers, colleagues and contractors.
• Ability to make informed decisions within policies and procedures, using sound judgement and working independently.
• Good time management skills, with the ability to organise and prioritise your workload.

It would be desirable if applicants also have:

• Experience of responding to complaints, ideally within a social housing environment.
• Experience of conducting complaints investigations.
• Knowledge of the regulatory and other requirements relating to social housing complaints.

Closing Date: 23rd September 2026

Interviews Date: 1st / 2nd October 2026

We reserve the right to close this vacancy if it isdeemedthat we have received a suitable number of applications. On this basis we wouldadvisethat applications aresubmittedas soon as possible.

Leeds Federated is an equal opportunities employer and promotes diversity in everything we do and therefore welcomes applications from all sections of the community.