Customer Complaints & Service Quality Specialist

Selwood Housing Society Limited; Trowbridge; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday entitlement

Life assurance

Flexible working

Pension scheme

Cycle to work

Training and development

Supportive team

Job summary

Selwood Housing is looking for a Customer Complaints Specialist to ensure fair, objective handling of complaints and to drive service improvements that matter to our customers. You will coordinate complaints from triage through to resolution, supporting investigations and keeping customers informed.

You'll manage Housing Ombudsman cases, disrepair claims and subject access requests, while identifying trends and sharing insights to improve services across the organisation.

Qualifications

• A good standard of literacy and numeracy, evidenced by GCSE Grade C/4 or above (or equivalent qualification) in English and Maths.
• Proven track record of using a CRM system.
• Full knowledge of the Housing Ombudsman Complaint Handling Code, with an in-depth understanding of how to apply it.
• Excellent written and oral communication skills.
• Experience of litigation in disrepair claims.
• A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.

Responsibilities

• Coordinate complaints from initial triage through to resolution, supporting managers with investigations and ensuring customers are kept informed throughout the process.
• Support the management of Housing Ombudsman cases, disrepair claims and subject access requests, while identifying trends and sharing insight.
• Help drive service improvements across the organisation and promote a positive complaints culture.
• Provide guidance and support to promote fair outcomes and maintain strong customer trust.
• Work closely with colleagues across the business to embed best practice in complaints handling.

Skills

Empathy

Fairness

Communication

Accountability

Customer focus

Problem solving

Education

GCSE English

GCSE Maths

Tools

CRM system

Job description

Selwood Housing is looking for a Customer Complaints Specialist to ensure fair, objective handling of complaints and to drive service improvements that matter to our customers. You will coordinate complaints from triage through to resolution, supporting investigations and keeping customers informed.

You'll manage Housing Ombudsman cases, disrepair claims and subject access requests, while identifying trends and sharing insights to improve services across the organisation.