Customer Complaints & Service Improvement Specialist

Shropshire Towns and Rural Housing; Trowbridge; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday entitlement

Life assurance

Flexible working opportunities

Competitive pension

Cycle to work scheme

Ongoing training and development

Supportive team environment

Job summary

Selwood Housing is seeking a Customer Complaints Specialist to ensure fair, objective handling of complaints and to drive service improvements. You’ll coordinate cases from triage to resolution, supporting investigations and ensuring customers are informed throughout.

The role covers Housing Ombudsman cases, disrepair claims and data-driven service improvements, within a values-led team. The successful candidate will promote a positive complaints culture, deliver fair outcomes and maintain

Qualifications

• GCSE English and Maths at C/4 or above.
• Proven CRM experience.
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
• Excellent written and verbal communication.
• Experience of disrepair litigation.
• Commitment to inclusivity and fair treatment.

Responsibilities

• Coordinate complaints from initial triage through to resolution.
• Support managers with investigations and ensure customers are kept informed.
• Manage Housing Ombudsman cases, disrepair claims and subject access requests.
• Identify trends from data and share learning across services.
• Help drive service improvements and embed a positive complaints culture.

Skills

Written & oral communication

Fairness & dignity

Complaint handling experience

Inclusion & diversity

Education

GCSE English & Maths (C/4+)

Tools

CRM system

Job description

Selwood Housing is seeking a Customer Complaints Specialist to ensure fair, objective handling of complaints and to drive service improvements. You’ll coordinate cases from triage to resolution, supporting investigations and ensuring customers are informed throughout.

The role covers Housing Ombudsman cases, disrepair claims and data-driven service improvements, within a values-led team. The successful candidate will promote a positive complaints culture, deliver fair outcomes and maintain