Customer Support Officer (Complaints)

Spencer Clarke Group Ltd.; Greater London; On-site; Full time

Job summary

A leading agency is seeking a Customer Support Officer to manage and resolve housing-related complaints for a local authority in East London. This role requires strong investigative skills and a proven ability to handle complaints effectively, ensuring compliance with established standards. The position offers a salary starting at £17.50 per hour, with the potential for higher compensation based on experience, within a contract of 3-6 months with extension likelihood.

Qualifications

• Proven experience handling complaints in housing or local government.
• Strong investigative and problem-solving skills.
• Confident communicator with sensitivity.

Responsibilities

• Manage and resolve housing complaints.
• Conduct thorough investigations.
• Maintain accurate records and meet deadlines.

Skills

Complaint Handling

Investigative Skills

Problem Solving

Communication

Organisation

Job description

Spencer Clarke Group are seeking a Customer Support Officer for a local authority client in East London.

In this role, you will manage and resolve housing-related complaints in line with the Housing Ombudsman's Code, ensuring fair outcomes and a positive experience for residents.

Key Duties:

• Manage and resolve housing complaints from residents, ensuring compliance with the Housing Ombudsman's Complaints Handling Code.
• Investigate cases thoroughly, analysing information, liaising with relevant departments, and providing clear, fair outcomes.
• Maintain accurate records and updates, tracking progress and meeting key response deadlines.
• Support service improvement by identifying recurring issues and contributing to better complaint-handling practices.

Qualifications and Experience:

The successful candidate will have the following skills / experience:

• Proven experience handling complaints, ideally within housing, local government, or a customer service environment.
• Strong investigative and problem-solving skills, with the ability to analyse complex information and provide fair resolutions.
• Confident communicator, able to manage sensitive situations and engage with residents and internal teams effectively.
• Organised and self-motivated, with experience managing a caseload, meeting deadlines, and maintaining accurate records.

What's on offer:

Salary: £17.50ph+

*may negotiate higher for exceptional candidates, based on experience*

Contract type: 3-6 months minimum, with a high likelihood of extension

Hours: Monday to Friday, 36 hours per week

How to apply:

• Once your CV is received, if you are successful, you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
• For any further questions, please contact Taylor Kirkham on 01772 954200.

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