Housing Complaints and Experience Specialist

Vivid Resourcing Ltd; Beckingthorpe; On-site; GBP 22,000 - 29,000; Full time

Job summary

Vivid Resourcing Ltd is seeking a Customer Experience Officer to be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and ensure customers know where they stand.

This role carries real responsibility: decide whether a complaint is upheld, explain decisions clearly, and agree compensation where service has fallen short.

Qualifications

• Experience handling customer complaints or enquiries in a public-facing setting.
• Evidence-led approach to investigations and decisions.
• Clear written and spoken communication; able to explain decisions.
• Strong organisation and ability to manage a busy caseload.

Responsibilities

• Log and coordinate all complaints and service issues accurately.
• Keep customers informed at every stage of the process.
• Investigate complaints thoroughly with housing colleagues.
• Decide if complaints are upheld and explain decisions.
• Assess compensation claims and discretionary payments per policy.
• Track resolutions in the CRM and chase delays.
• Help customers use online services to report issues.
• Follow safeguarding, data protection, health and safety procedures.
• Contribute ideas to improve policies and ways of working.

Skills

Customer complaints

Written communication

Organisation

Digital literacy

Tools

CRM software

Job description

Vivid Resourcing Ltd is seeking a Customer Experience Officer to be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and ensure customers know where they stand.

This role carries real responsibility: decide whether a complaint is upheld, explain decisions clearly, and agree compensation where service has fallen short.