Customer Complaints & Service Improvement Specialist

Selwood Housing; Trowbridge; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible working opportunities

Cycle to work scheme

Ongoing training and development

Supportive team environment

Job summary

Selwood Housing seeks a Customer Complaints Specialist to ensure fair, objective handling of complaints and to drive service improvements across the organisation. You will coordinate from initial triage to resolution, support investigations, and ensure customers are kept informed throughout the process.

You will manage Housing Ombudsman cases, disrepair claims and subject access requests, using customer insight to identify trends and promote a positive complaints culture across teams.

Qualifications

• Experience using a CRM system to track and manage complaints.
• Knowledge of the Housing Ombudsman Complaint Handling Code and its practical application.
• Experience with disrepair claims litigation or related processes is desirable.
• Commitment to an inclusive environment where customers and colleagues are treated with fairness and respect.
• GCSE English and Maths at grade C/4 or above (or equivalent).

Responsibilities

• Coordinate complaints from triage through to resolution, keeping customers informed.
• Support investigations and provide guidance to managers to ensure fair outcomes.
• Manage Housing Ombudsman cases, disrepair claims and SARs as required.
• Identify trends from feedback and data to drive service improvements across the organisation.

Skills

Customer empathy

Communication skills

Data analysis

Attention to detail

Education

GCSE English & Maths (Grade C/4 or above)

Tools

CRM system

Housing Ombudsman Code knowledge

Job description

Selwood Housing seeks a Customer Complaints Specialist to ensure fair, objective handling of complaints and to drive service improvements across the organisation. You will coordinate from initial triage to resolution, support investigations, and ensure customers are kept informed throughout the process.

You will manage Housing Ombudsman cases, disrepair claims and subject access requests, using customer insight to identify trends and promote a positive complaints culture across teams.