Complaints & Resolution Specialist (Hybrid)

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

Benefits offered by this job

Hybrid working after probation

33 days annual leave including bank +

Monthly attendance bonus

Workplace pension scheme

Life assurance (3x salary)

Health & wellbeing support services

Employee discounts

Free on-site gym access

Learning and development opportunities

Job summary

Hightown is seeking an experienced Complaints and Resolution Officer to join our newly established team in Hemel Hempstead. You will investigate complex issues, be the first point of contact for customers, and deliver empathetic, well-reasoned responses while ensuring compliance with the Housing Ombudsman’s code.

The role is hybrid, with a competitive salary of £41,349 per year and a strong focus on turning feedback into meaningful improvements for our customers.

Qualifications

• Experience handling complaints and investigating complex cases.
• Outstanding written and verbal communication skills.
• Customer-focused and solution-oriented approach.
• Strong organisational skills and attention to detail.
• Ability to build relationships and influence stakeholders.
• Ability to manage competing priorities and meet deadlines.
• Knowledge of housing complaints processes and regulatory requirements is advantageous.

Responsibilities

• Be the first point of contact for customers raising concerns or complaints.
• Conduct thorough investigations, collaborating 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 and opportunities to improve services.
• Support the delivery of performance reporting and continuous improvement.

Skills

Complaint handling

Investigation

Communication

Stakeholder management

Organisation

Prioritisation

Housing knowledge

Job description

Hightown is seeking an experienced Complaints and Resolution Officer to join our newly established team in Hemel Hempstead. You will investigate complex issues, be the first point of contact for customers, and deliver empathetic, well-reasoned responses while ensuring compliance with the Housing Ombudsman’s code.

The role is hybrid, with a competitive salary of £41,349 per year and a strong focus on turning feedback into meaningful improvements for our customers.