Complaints & Resolution Specialist — Hybrid

Hightown Housing Association Ltd; Hemel Hempstead; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Hybrid working following successful of

33 days annual leave including bank ho

Monthly attendance bonus

Workplace pension scheme

Life assurance cover of three times

Health and wellbeing support services

Employee discounts across retail, leIs

Job summary

Hightown Housing Association Ltd in Hemel Hempstead is seeking an experienced Complaints and Resolution Officer to join our newly established team. You will be the first point of contact for customers raising concerns, conduct thorough investigations, and deliver clear, empathetic responses that reflect our commitment to fair housing services.

This hybrid role offers £41,349 per annum, a 35-hour week, probation, and a range of benefits as we drive improvements based on customer feedback and

Qualifications

• Experience handling complaints and investigating complex cases.
• Excellent written and verbal communication skills.
• Customer-focused and solution-oriented approach.
• Strong organisational skills and attention to detail.
• Knowledge of housing complaints processes and regulatory requirements is advantageous.
• Experience in social housing desirable but not essential with transferable complaints experience.

Responsibilities

• Be the first point of contact for customers raising concerns or complaints.
• Conduct thorough investigations, working collaboratively with colleagues, contractors, and customers.
• Deliver clear, empathetic, and well-reasoned complaint responses.
• Ensure compliance with the Housing Ombudsman's Complaint Handling Code.
• Identify trends, lessons learned, and opportunities to improve services.
• Support the delivery of performance reporting and continuous improvement initiatives.
• Help drive a culture where customer feedback leads to meaningful change.

Skills

Complaints handling

Investigation skills

Communication skills

Customer focus

Relationship building

Prioritisation

Regulatory knowledge

Social housing experience

Job description

Hightown Housing Association Ltd in Hemel Hempstead is seeking an experienced Complaints and Resolution Officer to join our newly established team. You will be the first point of contact for customers raising concerns, conduct thorough investigations, and deliver clear, empathetic responses that reflect our commitment to fair housing services.

This hybrid role offers £41,349 per annum, a 35-hour week, probation, and a range of benefits as we drive improvements based on customer feedback and