Quality & Improvement Officer (Complaints)

The Hyde Group; Greater London; On-site; GBP 27,000 - 45,000; Full time

Benefits offered by this job

Excellent pension scheme

Generous holiday allowance

Life assurance

Award-winning flexible benefits pla t

Job summary

Hyde Group is seeking a Complaints Quality and Improvement Officer in London Bridge. The role blends office presence (2 days) with remote work (3 days) to strengthen complaint handling and service levels.

You will review cases, analyse feedback and performance data, and drive improvements across the organisation. The role focuses on improving processes, delivering training, and producing dashboards and reports for senior leaders.

Qualifications

• Experience of quality assurance, complaints handling, service improvement or a similar customer-focused role.
• Strong analytical skills to interpret performance data and feedback and turn findings into improvements.
• Experience producing clear reports, dashboards or presentations for varied audiences.
• Confidence to design and deliver training, run meetings and engage colleagues in learning.
• Excellent communication, organisation and stakeholder management skills.

Responsibilities

• Carry out regular quality checks on complaint cases, recording findings and tracking improvements.
• Analyse complaints data, customer feedback and decisions to identify trends, risks and lessons learned.
• Produce monthly performance reports and dashboards and share recommendations with managers.
• Design and deliver engaging training, forums and guidance to improve complaint-handling standards.
• Work with Hyde teams to improve policies, processes and the customer experience while monitoring risks.

Skills

Quality assurance

Complaints handling

Service improvement

Data analysis

Reporting & dashboards

Training design

Stakeholder influence

Communication skills

Organisation & planning

Tools

Dashboards

Reports

Job description

Complaints Quality and Improvement Officer

London Bridge, Park Street Office (2 days in office, 3 days remote working)
Up to £44,500

Hyde is looking for a Complaints Quality and Improvement Officer to join our customer-focused Customer Involvement team. This is a fantastic opportunity to develop your career in a supportive environment that champions employee wellbeing, continuous learning and long-term development.

As a Complaints Quality and Improvement Officer at Hyde, you will help maintain and improve the quality of our complaints service. You will review complaint cases, analyse customer feedback and performance data, identify learning opportunities and work with colleagues across the organisation to improve complaint handling and wider services.

Key Duties

• Carry out regular quality checks on complaint cases, recording findings and tracking agreed improvements.
• Analyse complaints data, customer feedback and Housing Ombudsman decisions to identify trends, risks and lessons learned.
• Produce monthly performance reports and dashboards, sharing recommendations with managers and senior leaders.
• Design and deliver engaging training, casework forums and guidance to improve complaint-handling standards.
• Work with teams across Hyde to improve policies, processes and customer experience, while monitoring reputational and regulatory risks.

Why Join Hyde?

Hyde is part of the Hyde group, one of the UK's leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Complaints Quality and Improvement Officer, we’re seeking someone who can bring:

• Experience of quality assurance, complaints handling, service improvement or a similar customer-focused role.
• Strong analytical skills, with the ability to interpret performance data and customer feedback and turn findings into practical improvements.
• Experience of producing clear reports, recommendations, dashboards or presentations for different audiences.
• Confidence designing and delivering training, facilitating meetings and engaging colleagues in learning and improvement.
• Excellent communication, organisation and relationship-building skills, with the ability to manage actions and influence stakeholders.

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.