Complaints Officer

Moxie People; St Asaph; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Flexible working arrangements

Job summary

Moxie People is recruiting a Complaints Officer on a six-month temporary contract for a social housing organisation in St Asaph. The role is hybrid, with 1-2 days in the office each week, and pays £27,326.32 per annum.

You'll be the first point of contact for formal complaints, guiding cases through the process, coordinating information, drafting clear responses, and maintaining records within agreed timescales. Experience in complaints handling or customer resolution is desirable.

Qualifications

• Experience handling complaints, customer escalations or complex casework.
• Strong administration and organisational skills with excellent attention to detail.
• Outstanding written and verbal communication skills.
• A calm, empathetic and resilient approach when dealing with challenging situations.
• Confidence working independently and managing competing priorities.
• Experience within customer service, legal, banking, insurance, healthcare, local government or another regulated environment would be highly desirable.

Responsibilities

• Manage and coordinate formal complaints from receipt through to resolution.
• Investigate complaints, gathering information from internal teams.
• Review and draft clear, empathetic written responses.
• Ensure complaints are logged, monitored and progressed within agreed timescales.
• Maintain accurate records and complaint data.
• Build positive relationships with colleagues while balancing the needs of customers and the organisation.
• Identify themes and learning opportunities to help improve future services.

Skills

Complaints handling

Administration

Written communication

Empathy and resilience

Independent work

Regulated environment experience

Job description

Complaints Officer

Location: St Asaph (Hybrid - 1-2 days per week in the office)

Salary: £27,326.32 per annum

Contract: Full Time | Temporary (6 Months)

Make a difference where it matters most.

Moxie People is delighted to be supporting a respected social housing organisation to recruit a Complaints Officer for a six-month temporary contract.

If you're someone who thrives on helping people, enjoys investigating issues thoroughly and takes pride in delivering fair, balanced outcomes, this could be an excellent opportunity to build your career within the housing sector.

Housing experience isn't essential. We're keen to hear from people with transferable experience in complaints handling, customer resolution, legal administration, financial services, insurance, healthcare, local government or any regulated environment where empathy, resilience and excellent communication are key.

What you'll be doing

You'll be the first point of contact for customers raising formal complaints, guiding each case through the complaints process from start to finish.

Working closely with colleagues across the organisation, you'll:

• Manage and coordinate formal complaints from receipt through to resolution.
• Investigate complaints, gathering information from internal teams.
• Review and draft clear, empathetic written responses.
• Ensure complaints are logged, monitored and progressed within agreed timescales.
• Maintain accurate records and complaint data.
• Build positive relationships with colleagues while balancing the needs of customers and the organisation.
• Identify themes and learning opportunities to help improve future services.

This is a standalone role within a supportive Governance team, so you'll need to be comfortable managing your own workload whilst knowing support is always available when needed.

We're looking for someone who has:

• Experience handling complaints, customer escalations or complex casework.
• Strong administration and organisational skills with excellent attention to detail.
• Outstanding written and verbal communication skills.
• A calm, empathetic and resilient approach when dealing with challenging situations.
• Confidence working independently and managing competing priorities.
• Experience within customer service, legal, banking, insurance, healthcare, local government or another regulated environment would be highly desirable.

What's on offer?

• Salary of £27,326.32
• Hybrid working (typically one mandatory office day each week plus one optional day)
• Flexible working arrangements
• The opportunity to gain valuable experience within the social housing sector
• A supportive and collaborative Governance team
• An opportunity to make a genuine difference to customers by improving their experience and helping shape better services

If you're looking to transfer your complaints or customer resolution experience into a purpose-driven organisation where your work has a real impact, we'd love to hear from you.

INDHV