Complaints Officer

TCH; Tunbridge Wells; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Contributory pension up to 10%

Life assurance 4x annual salary

30 days annual leave + bank holidays

Two volunteer days per year

GP service & counselling

Eye test voucher

Enhanced parental leave

Flexible benefits & discounts

Job summary

Town and Country Housing is seeking a Complaints Officer to join the Contracts and Compliance Team. You will manage customer complaints, investigate issues, and provide administrative support across repairs and maintenance. You’ll be the main contact for customers, contractors, and colleagues, ensuring timely responses and accurate records.

You will handle enquiries, contribute to audits, and drive service improvements by analysing feedback and producing clear reports for management.

Qualifications

• Strong administrative experience and excellent communication skills.
• GCSE English and Maths are required; good numeracy and reporting skills help.

Responsibilities

• Be the first point of contact for complaints and escalations.
• Investigate and respond to complaints, producing clear written correspondence.
• Maintain audit trails and ensure responses meet timescales.
• Support repairs enquiries and data collection for audits.
• Assist with reporting and continuous service improvement through feedback.

Skills

Administrative experience

Excellent communication

Organised

Customer-focused

Education

GCSE English

GCSE Maths

Tools

Microsoft Office

Excel

Job description

Our VacancyWe have an exciting opportunity for a Complaints Officer to join our Contracts and Compliance Team. This role plays a vital part in ensuring our customers receive a high-quality service by managing complaints, resolving enquiries, and providing essential administrative support across our repairs and maintenance functions. As a key point of contact for customers, contractors and colleagues, you'll help deliver positive outcomes, maintain accurate records, and support continuous service improvement through customer feedback and effective communication.

What you’ll do

As our Complaints Officer, you'll be the first point of contact for complaints and escalations, working closely with customers, contractors and internal teams to resolve issues efficiently and professionally. You'll investigate and respond to complaints, produce clear written correspondence, maintain accurate audit trails, and ensure customer contact is achieved within agreed timescales. You'll also support the team with repairs enquiries, data collection for audits, administration tasks, and the ongoing improvement of services through effective reporting and customer feedback.

What You’ll Need

We're looking for someone with strong administrative experience and excellent communication skills, who is confident managing customer queries through a variety of channels. You'll have a good standard of education, including GCSE English and Maths, alongside strong Microsoft Office skills and excellent Excel knowledge. You'll be highly organised, customer-focused and able to work collaboratively with a range of stakeholders. Experience of customer correspondence, complaints handling, and analysing information to support reporting processes will help you succeed in this role

This role is a full time 6 month Fixed Term position based in Tunbridge Wells

Why join us

When you join Town and Country Housing, you're joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.We believe in creating a workplace where everyone feels supported, included and empowered.

What we offer

• Annual Salary £31,750
• Contributory pension scheme up to 10% matched contributions
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• 24/7 digital GP service and counselling helpline (including face-to-face sessions)
• Free annual eye test voucher and contribution towards glasses
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible benefits scheme, including family friendly benefits and access to a discount portal
• Annual flu vaccinations

Please read before applying

You must have the right to work in the UK; we are unable to provide a visa sponsorship. We reserve the right to close this advert early if we receive a high volume of suitable applications.

We are a hybrid role where we expect all staff to come into their base office 2 days a week (everyday during induction which could be up to 3 months).

If you have any questions about this role, please email the Talent Team on [e-mail]

Disability Confident

As a Disability Confident Committed employer, we are committed to ensuring our recruitment process is accessible to everyone. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. We will make reasonable adjustments where required throughout the recruitment process. Applicants who require reasonable adjustments to the application process, assessment methods, interview arrangements or other recruitment activities are encouraged to let us know of how we can offer support to enable them to participate fully.

Interviews will be taking place in person on 27th October.