Complaints Support Officer

PHOENIX COMMUNITY HOUSING; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join a leading resident-led housing organization in London as a Complaints Investigation Officer. You will handle complaints, ensure fairness and transparency, and work collaboratively to enhance customer service. This role offers an exciting opportunity to improve community service while enjoying a generous benefits package.

Benefits

Wellbeing programs

Comprehensive learning and development opportunities

Flexible working and job sharing options

Qualifications

• Experience in complaints management is essential.
• Excellent communication skills for addressing diverse issues.
• High level of attention to detail and self-motivated.

Responsibilities

• Investigate complaints and collaborate with teams to resolve issues.
• Champion customer experience and enhance customer care approach.

Skills

Communication

Attention to Detail

Self-Motivation

Customer Service Excellence

Job description

Complaints Investigation Officer

We are seeking a dedicated Complaints Investigation Officer to join our team, ensuring that all complaints are handled promptly and with a resident-focused approach.

As a Complaints Investigator, you will be responsible for investigating complaints and collaborating with various teams across the organization to resolve issues fairly and transparently.

As a resident-led organization, we prioritize residents at the core of our service. You will champion the customer experience and work closely with colleagues to enhance our customer care approach.

To contribute to building a better future for our Phoenix Community, you should be passionate about delivering effective complaints resolution and excel at building relationships.

Ideal candidates will have experience in complaints management, excellent communication skills, self-motivation, and a high level of attention to detail. Confidence in addressing diverse issues and an outcome-focused mindset are essential.

If you are passionate about customer service excellence and service delivery, this role may be perfect for you.

This position closes at 23:59 on Wednesday, 28 May 2025.

Interviews and assessments will be conducted in person on Wednesday, 11 June 2025.

About Phoenix Community Housing

Phoenix is a housing organization with a difference. Led by residents, with a tenant as our Chair and residents comprising the largest group on our Board, resident involvement is at the heart of everything we do.

We believe this is our core strength, helping us achieve numerous accolades and awards.

Based in south Lewisham, London, we are proud to be building new homes in our community. Since late 2021, we have expanded to manage approximately 7,800 homes.

Our new Corporate Plan aims to realize our vision: ‘together building a better future for our Phoenix Community’, focusing on resident involvement, customer service, sustainability, and providing safe, affordable homes.

We offer a generous benefits package, including wellbeing programs, comprehensive learning and development opportunities, and a culture of employee involvement. We support work-life balance and are open to part-time, flexible working and job sharing options.

Phoenix is committed to safeguarding vulnerable groups, and all staff and volunteers are expected to share this commitment.

We are an equal opportunities employer and welcome applications from all qualified individuals, regardless of race, sex, disability, religion/belief, sexual orientation, or age.