Complaints Officer

Housing Diversity Network; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Housing Diversity Network in Leeds is seeking two permanent Complaints Officers to join our Service Improvement team. You will take ownership of Stage 1 complaints, conduct investigations and deliver fair, clear responses to customers.

You will collate information from colleagues and contractors, keep customers informed, and work with teams to identify recurring issues and drive service improvements across the association.

Qualifications

• 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.
• Desirable: Experience of responding to complaints within social housing.
• Desirable: Experience of conducting complaints investigations.

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

Administrative tasks

Computer literacy

Relationship building

Decision making

Time management

Tools

CRM systems

Job description

Permanent | Full time | 2 vacancies

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

Why Join Us?

This is an opportunity to be part of a team that helps shape services through meaningful customer involvement. You’ll play an important role in ensuring our customers’ voices are heard while supporting work that positively impacts local communities.

Our commitment to our values goes beyond work itself; it extends to how we support you too.

• Generous holiday allowance– 30 days annual leave plus bank holidays, with an additional 1.5 days off over the Christmas period to help you recharge.
• Flexible leave options– choose to buy extra annual leave or sell back unused days, giving you greater control over your time off.
• Agile and flexible working– offering options to work remotely or from our hubs across Leeds, supporting a balanced and adaptable work life.
• Healthcare plan– access to Health Shield. This allows you to claim back costs on everyday health and wellbeing expenses, with 24/7 GP access and online health assessments.

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.

Job Summary

• Location: Leeds
• Organization: Leeds Federated
• Job Type: Permanent
• Closing Date: 23/09/2026
• Reference ID: 37138

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