Customer complaints 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

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.

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.

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

• Flexible working opportunities
• Cycle to work scheme
• Ongoing training and development
• A supportive team environment where your contribution really matters.

Join Us in Making Every Voice Count

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.

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