Customer complaints 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

Behind every complaint is a customer who wants to be heard.

At Selwood Housing, we take every complaint seriously. When customers speak up, we listen, learn from their feedback and take action to improve our services.

We're looking for a Customer Complaints Specialist to ensure complaints are handled fairly and objectively, while driving service improvements that make a real difference to our customers. If you're committed to delivering fair outcomes and using customer insight to improve services, this could be the opportunity for you.

About the role

As a Customer Complaints Specialist, you'll help ensure complaints are handled fairly, consistently and in line with the Housing Ombudsman Complaint Handling Code. You'll coordinate complaints from initial triage through to resolution, supporting managers with investigations and ensuring customers are kept informed throughout the process.

You'll also support the management of Housing Ombudsman cases, disrepair claims and subject access requests, while identifying trends, sharing insight and helping drive service improvements across the organisation. Working closely with colleagues across the business, you'll provide guidance and support to promote a positive complaints culture and deliver the best possible outcomes for customers.

What we're looking for:

We're looking for an experienced complaints professional who shares our values and is passionate about delivering fair outcomes, driving service improvement and building customer trust:

Customer Driven

You put customers at the heart of what you do, handling complaints with empathy, professionalism and fairness while ensuring customers are kept informed throughout the process.

Accountability

You take ownership of complaint management, working proactively to ensure cases are investigated thoroughly, resolved within agreed timescales and managed in line with policy and the Housing Ombudsman Complaint Handling Code.

Develop & Learn

You recognise that complaints are opportunities to learn. You use feedback, data and trends to identify root causes, share learning and support continuous improvement across services.

Champion Communication

You build positive relationships with customers and colleagues alike, communicating clearly and confidently, providing guidance and support, and helping to embed a positive complaints culture across the organisation.

You'll bring:

• 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.

For further information on the role, please review the job description attached to the advert.

Pre employment requirements

The successful candidate will be required to complete Right to Work checks.

Why join Selwood Housing?

At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not-for-profit housing organisation, we own and manage over 7,000 homes across the Southwest - and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places.

You’ll be joining a close-knit team where people support each other, share knowledge, and take pride in doing things properly.

Some of our benefits include

• Competitive salary
• Generous holiday entitlement
• Life assurance
• Flexible working opportunities
• Competitive pension
• Cycle to work scheme
• Ongoing training and development
• A supportive team environment where your contribution really matters.

Our Commitment to Diversity & Inclusion

At Selwood Housing, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us.

We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.