Customer Complaints Specialist

Clarion Housing Group; West Malling; Hybrid; GBP 26,000 - 37,000; Full time

Job summary

A leading housing association is seeking a Customer Complaints Specialist to ensure customer concerns are resolved fairly and promptly. This role requires strong communication and problem-solving skills to navigate sensitive complaints within a regulated environment. The ideal candidate will have experience in complaint management and organizational skills to handle a high caseload while maintaining accuracy. This is a hybrid role, requiring occasional office attendance in Maidstone or Croydon.

Qualifications

• Experience in managing and resolving complaints in a regulated environment.
• Ability to navigate sensitive conversations with customers.
• Confidence in producing clear written communication.

Responsibilities

• Be the first point of call for resolving customer concerns.
• Maintain strong customer relationships and improve service quality.
• Manage a high caseload while keeping accurate details.

Skills

Exceptional communication skills

Problem-solving abilities

Experience in managing complaints

Organizational skills

Empathy and professionalism

Tools

CRM systems

Job description

Location: Maidstone - County Gate OR Penge - Hawthorn Centre

Salary: National -£26,665 - £36,666 per annum / Penge - £29,156 - £40,090 per annum

Hours: 36 hours per week

Contract Type: Fixed term contract for 9 months

This is a great opportunity to join our team - Employer of the Year Housing Heroes awards 2025 and one of LinkedIn’s Top Companies 2024

We’re looking for a Customer Complaints Specialist who is passionate about making things right for our customers. In this role, you’ll be the first point of call for resolving concerns quickly, fairly, and with empathy, making sure every case is handled in line with Clarion’s policies, the Housing Ombudsman Complaint Handling Code, and the Regulator of Social Housing’s Consumer Regulations. Your work will play a big part in maintaining strong customer relationships, improving service quality, and ensuring every response is timely, professional, and understanding.

You’ll bring experience of managing and resolving complaints in a regulated environment, ideally within housing, and the confidence to navigate even the most sensitive conversations with care. Your exceptional communication skills will help you listen, reassure, and guide customers towards fair and positive outcomes. Alongside this, you’ll have the problem-solving and investigative abilities to dig into root causes and recommend lasting solutions.

Organisation will be key, as you’ll manage a high caseload while keeping every detail accurate and every deadline met. You’ll also be comfortable using CRM systems, fully aware of data protection requirements, and confident in producing clear, effective written communication across a variety of formats. Most importantly, you’ll bring empathy, professionalism, and the determination to turn a challenging situation into a positive experience for our customers.

If this sounds like an opportunity for you, then please review the full role profile before applying - Customer Complaints Specialist.

Salaries are just the starting point. Here at Clarion we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more here.

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Closing Date: Friday 9th January 2026 at midnight.

This is a hybrid role with a base location at our offices in Maidstone or Croydon. Candidates will be expected to work from the office in line with business needs.

Occasional travel may be required with attendance at your designated office base and occasional travel to other Clarion offices as and when required.

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You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.