Corporate Services Officer (Complaints)

NIFHA; Belfast City District; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible/Hybrid working

Health cash plan

Death in service benefit

Annual leave 22 days + 5 after 5 years

Public holidays 12

Job summary

Choice Housing is seeking a Corporate Services Officer (Complaints) to lead investigations and manage formal complaints, ensuring fair, timely and customer-focused resolutions. The role supports governance through reporting, data protection, compliance and service improvement activities, while contributing to communications, staff engagement and wider Corporate Services initiatives.

The successful candidate will work 37 hours per week, with a permanent contract, and be based in the Belfast area.

Qualifications

• Degree level qualification (or equivalent) in Business, Public Administration, Communications or another relevant discipline AND 2 years’ experience in a corporate services role with experience in governance, complaints handling, customer service, frontline communication, casework OR 3 years’ experience in a corporate services role with experience in governance, complaints handling, customer service, frontline communication, casework

Responsibilities

• Lead the investigation and management of formal complaints, ensuring fair, timely and customer-focused resolutions.
• Support governance through complaint reporting, data protection, compliance and service improvement activities.
• Contribute to communications, staff engagement, community investment and wider Corporate Services initiatives.

Skills

Complaint handling knowledge

Customer service

Frontline communication

Casework

Education

Degree in Business/Public Administration/Communications or equivalent

Job description

Home > Jobs > Corporate Services Officer (Complaints)

Corporate Services Officer (Complaints) Choice Housing

• Closing Date: 3 November 2026
• Location: Belfast Area
• Contract: Permanent
• Hours: 37 Hours
• Job Ref: CSOC/1026

Choice Housing is one of Northern Ireland’s leading housing associations, we employ over 500 people with a 50-year legacy of enriching lives through the provision of safe, high quality, and affordable homes. We manage over 14,000 homes and support around 40,000 tenants, delivering a wide range of housing solutions including general needs, sheltered housing, support accommodation, and homes for families with complex needs.

Corporate Services Officer (Complaints)

37hrs/week

Job Reference: CSOC/1026

The Corporate Services Officer (Complaints) will lead the investigation and management of formal complaints, ensuring fair, timely and customer-focused resolutions. The role supports organisational governance through complaint reporting, data protection, compliance and service improvement activities, while also contributing to communications, staff engagement, community investment and wider Corporate Services initiatives.

• Degree level qualification (or equivalent) in Business, Public Administration, Communications or another relevant discipline AND 2 years’ experience in a corporate services role with experience in governance, complaints handling, customer service, frontline communication, casework / OR / 3 years’ experience in a corporate services role with experience in governance, complaints handling, customer service, frontline communication, casework
• Do you have knowledge of complaints handling? Please provide detailed examples.
• Do you have knowledge of data protection, Section 75 compliance, staff engagement initiatives, communications, public affairs, procurement administration, and invoice processing? Please provide examples.
• Do you have a current UK driving licence & access to private transport?

Our employees have access to a range of benefits:

• 22 days annual leave plus an additional 5 days after 5 years’ service, and 12 public holidays,
• Flexible/Hybrid working opportunities,
• Excellent work-life balance: we support flexible working e.g. accruing an extra 2 days annual leave per month through flexitime, starting hours between 8am and 10am and finishing between 4pm and 6pm,
• Essential car user allowance,
• Learning and Development opportunities to include paid courses relevant to your role,
• Paid maternity and paternity leave,
• Death in service benefit x3 annual salary
• Health cash plan to include annual routine dental treatments, dental accident & injury, yearly optical, specialist consultations, diagnostic tests and scans, complementary therapies e.g. physiotherapy, acupuncture, osteopathy and chiropractic treatments, alternative therapies e.g. reflexology, head massage, allergy testing, and yearly health screening.

Please note, the Association reserves the right to create a reserve list following the interview process.

The successful candidate will be required to provide proof of essential qualifications and provide documentary evidence of their eligibility to work in the United Kingdom. We are also committed to adhering to the Access NI Code of Practice/Service Level of Agreement in relation to requesting disclosure checks where appropriate and processing information in accordance with the code. Choice has a policy on the Recruitment of Ex-Offenders and it is available upon request (email: [e-mail] )

Choice is committed to providing equal opportunity to all applicants for employment, including those with criminal convictions. Information about criminal convictions will be taken into account only when the conviction is considered materially relevant to the role.

NB: The panel may enhance the criteria in order to facilitate short-listing of the post.

Choice Housing Ireland Limited is an Equal Opportunities Employer