Remote Complaints Investigator & Resolution Lead

LEEDS FEDERATED HOUSING ASSOCIATION LIMITED; Leeds; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

30 days annual leave + bank holidays

Flexible leave options

Remote/hub working across Leeds

Health Shield healthcare

Job summary

Leeds Federated Housing Association Limited is recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. You will own Stage 1 complaints, investigate impartially and provide clear, customer-focused responses.

You will gather information from colleagues and partners, identify recurring issues, and contribute to positive service improvements. We value flexible working and a supportive culture.

Qualifications

• Experience of working in a customer service environment.
• Experience of carrying out administrative tasks accurately and to a high standard.
• Good computer literacy, with the ability to use digital systems and tools effectively.
• Ability to build and maintain positive working relationships with customers, colleagues and contractors.
• Ability to make informed decisions within policies and procedures, using sound judgement and working independently.
• Good time management skills, with the ability to organise and prioritise your workload.
• Experience of responding to complaints (desirable)
• Experience of conducting complaints investigations (desirable)
• Knowledge of regulatory requirements relating to social housing complaints (desirable)

Responsibilities

• Take ownership of Stage 1 complaints from beginning to end, acting as the main point of contact for customers.
• Carry out thorough, evidence-based investigations, gathering information from colleagues, contractors and other partners.
• Provide clear, empathetic and customer-focused responses that explain what happened, findings and how we will resolve the complaint.
• Keep customers informed throughout the complaint process, considering individual circumstances and communication needs.
• Make fair and proportionate decisions on resolutions in line with our policies and procedures.
• Work with teams across Leeds Fed to identify recurring issues and share learning to reduce repeat complaints.
• Support the development of a positive complaint-handling culture across the association.
• Keep up to date with the Housing Ombudsman Complaint Handling Code and relevant legislation.
• Maintain accurate, timely complaint records in line with policies and procedures.

Skills

Customer service

Administrative tasks

Digital literacy

Relationship building

Decision making

Time management

Complaints handling (desirable)

Tools

Digital systems

Job description

Leeds Federated Housing Association Limited is recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. You will own Stage 1 complaints, investigate impartially and provide clear, customer-focused responses.

You will gather information from colleagues and partners, identify recurring issues, and contribute to positive service improvements. We value flexible working and a supportive culture.