Housing Complaint Resolution Specialist

Amplius; Boston; Híbrido; GBP 30.000 - 41.000; Jornada completa

Descripción de la vacante

Amplius is seeking a Complaint Resolution Officer to investigate complaints, gather evidence and work with colleagues and contractors to achieve fair outcomes.

You will provide clear, empathetic updates to customers, manage cases within agreed timescales and ensure records are kept accurately in line with service standards and regulatory requirements. This is a hybrid role with weekly office presence in Milton Keynes, Rushden or Boston and a 36.25 hour week.

Formación

• Experience handling complex or escalated complaints within social housing, public services or a regulated sector.
• Understanding of complaint handling best practice and the Housing Ombudsman’s Complaint Handling Code.
• Strong communication and investigation skills, with the ability to handle sensitive situations fairly and professionally.

Responsabilidades

• Investigate customer complaints, gathering evidence and working with colleagues and contractors to achieve fair outcomes.
• Provide clear, empathetic updates to customers throughout the complaint process.
• Ensure complaints are managed within agreed timescales and in line with service standards and regulatory requirements.
• Maintain accurate complaint records, monitor actions and manage compensation where appropriate.
• Identify lessons learned from complaints and share feedback to support service improvements.
• Build positive relationships with teams, contractors and stakeholders while promoting a strong complaints culture.

Conocimientos

Investigation

Communication

Customer service

Time management

Regulatory knowledge

Descripción del empleo

Amplius is seeking a Complaint Resolution Officer to investigate complaints, gather evidence and work with colleagues and contractors to achieve fair outcomes.

You will provide clear, empathetic updates to customers, manage cases within agreed timescales and ensure records are kept accurately in line with service standards and regulatory requirements. This is a hybrid role with weekly office presence in Milton Keynes, Rushden or Boston and a 36.25 hour week.