Complaints & Resolution Specialist – Hybrid Role

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

Benefits offered by this job

Hybrid working

33 days annual leave incl. bank hols

Monthly attendance bonus

Life assurance (3x salary)

Health and wellbeing support

Employee discounts

Free on-site gym access

Job summary

Hightown Housing Association Ltd in Hemel Hempstead is seeking an experienced Complaints and Resolution Officer to join a newly established team. The role offers hybrid working and a salary of £41,349 per year, with a 35-hour week.

You will investigate complex issues, ensure customers feel heard, and deliver clear, empathetic responses while upholding the Housing Ombudsman Code. Join us to turn feedback into meaningful service improvements.

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 (advantageous).
• Experience in social housing is desirable but not essential.

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

Complaint handling

Investigations

Written communication

Verbal communication

Customer focus

Organisational skills

Stakeholder management

Prioritisation

Job description

Hightown Housing Association Ltd in Hemel Hempstead is seeking an experienced Complaints and Resolution Officer to join a newly established team. The role offers hybrid working and a salary of £41,349 per year, with a 35-hour week.

You will investigate complex issues, ensure customers feel heard, and deliver clear, empathetic responses while upholding the Housing Ombudsman Code. Join us to turn feedback into meaningful service improvements.