Complaints Officer Apprentice

The Hyde Group; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Excellent pension scheme

Generous holiday allowance

Life assurance

Award-winning flexible benefits平台

Job summary

Hyde is hiring a Complaints Officer Apprentice at London Bridge (Park Street Office) for a Level 3 Customer Service Specialist Apprenticeship, lasting 18–19 months. The role involves supporting complaints administration, gathering case information and collaborating across Hyde to improve customer service.

The position offers hybrid working and a clear path to professional development. You will develop skills in complaint handling, case administration, stakeholder engagement and written

Qualifications

• Clear written and verbal communication, with professional and sensitive approach.
• Strong organisational skills and attention to detail.
• Ability to work collaboratively and build effective relationships.
• Interest in customer service and delivering positive outcomes.
• Willingness to learn and complete the Level 3 Apprenticeship program.

Responsibilities

• Support the administration and coordination of customer complaints, enquiries and service requests.
• Gather correspondence, case information and supporting evidence to assist with complaint investigations.
• Maintain accurate case records, monitor response timescales and help progress outstanding actions.
• Prepare draft customer correspondence and case summaries in clear, plain English.
• Work with teams across Hyde to obtain updates, identify recurring complaint themes and support improvements to the customer experience.

Skills

Customer service interest

Written communication

Verbal communication

Organisational skills

Attention to detail

Collaborative mindset

Microsoft Office

Willingness to learn

Apprenticeship commitment

Education

Level 3 Customer Service Specialist Apprenticeship

Tools

Microsoft Office

Job description

Complaints Officer Apprentice

London Bridge (Park Street Office)

Customer Service Apprenticeship Level 3 - 18-19 month duration

Up to £30,015

Key Duties

• Support the administration and coordination of customer complaints, enquiries and service requests.
• Gather correspondence, case information and supporting evidence to assist with complaint investigations.
• Maintain accurate case records, monitor response timescales and help progress outstanding actions.
• Prepare draft customer correspondence and case summaries in clear, plain English.
• Work with teams across Hyde to obtain updates, identify recurring complaint themes and support improvements to the customer experience.

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.

This apprenticeship offers the opportunity to develop valuable skills in customer communication, complaint handling, case administration, stakeholder engagement, record keeping and service improvement. You will receive guidance from experienced colleagues while working towards the Level 3 Customer Service Specialist Apprenticeship.

As a Complaints Officer Apprentice, we're seeking someone who can bring:

• A genuine interest in customer service and achieving positive outcomes for customers.
• Clear written and verbal communication skills, with the ability to communicate professionally and sensitively.
• Good organisational skills and attention to detail.
• A positive, collaborative approach and the ability to build effective working relationships.
• Basic Microsoft Office skills, a willingness to learn new systems and a commitment to completing the apprenticeship programme.

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.