Complaints Officer

The Hyde Group; Greater London; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Holiday allowance

Life assurance

Flexible benefits platform

Career development support

Hybrid working

Job summary

Hyde Group is seeking a Complaints Officer to join a collaborative and values-driven team in London. You will manage complaint cases, Housing Ombudsman and MP enquiries within agreed timescales, keeping customers informed throughout the journey.

The role focuses on effective case resolution, proactive stakeholder engagement and delivering a high standard of customer service in a supportive, wellbeing-conscious environment.

Qualifications

• Experience in complaint handling and case management.
• Strong communication, organisation and attention to detail.
• Proactive mindset and passion for delivering customer outcomes.
• Ability to manage competing priorities, engage stakeholders and hold service areas to account.

Responsibilities

• Process, manage, respond to and monitor complaint cases, including Ombudsman and MP enquiries.
• Provide a responsive, customer-focused frontline service to internal and external customers.
• Manage and prioritise a busy caseload, ensuring complaints are progressed within agreed timescales.
• Build strong relationships with service areas, providing advice, support and challenge to help resolve complaints effectively.
• Identify trends, service failures and improvements through complaint analysis and reporting.

Skills

Complaint handling

Case management

Customer service

Communication

Organisational skills

Job description

Complaints Officer

Location : London Bridge

Salary : £28,500 to £31,700

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.

As a Complaints Officer at Hyde, you will manage complaint cases, Housing Ombudsman enquiries and MP enquiries within agreed timescales. You will work closely with customers, colleagues and external stakeholders to support smooth case resolution, keeping customers regularly informed throughout their complaint journey.

Key Duties

• Process, manage, respond to and monitor complaint cases, including Ombudsman and MP enquiries.
• Provide a responsive, customer-focused frontline service to internal and external customers.
• Manage and prioritise a busy caseload, ensuring complaints are progressed within agreed timescales.
• Build strong relationships with service areas, providing advice, support and challenge to help resolve complaints effectively.
• Identify trends, service failures and improvements through complaint analysis and reporting.

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.

As a Complaints Officer we’re seeking someone who can bring:

• Proven experience in complaint handling, case management or customer resolution.
• Strong communication, organisation and attention to detail.
• A proactive mindset and passion for delivering excellent customer outcomes.
• The ability to manage competing priorities, engage stakeholders and hold service areas to account.

The 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 central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

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.