Remote Complaints Resolution Specialist (6‑Month FTC)

Chime Housing; Watford; Hybrid; GBP 33,000 - 41,000; Full time

Benefits offered by this job

28 days' annual leave (pro rata)

Employer pension contribution up to 11

Development opportunities

Comprehensive employee rewards scheme

Job summary

Chime Housing is seeking a Complaints Resolution Officer to join the Complaints Team. You will investigate complaints, engage with customers, and ensure fair, timely responses in line with the Housing Ombudsman's guidelines.

The role focuses on resolving issues, recording outcomes, and driving service improvements through learning and insight, with agile and flexible working practices and development opportunities within Customer Experience.

Qualifications

• Understanding of fair complaint handling and learning from complaints.
• Experience in customer-facing or complaints environment.
• Strong organisational skills to manage caseload and meet deadlines.
• Ability to produce clear written responses and maintain documentation.
• Ability to collaborate with teams to deliver outcomes and service improvements.

Responsibilities

• Investigate and resolve customer complaints in line with policy and regulation
• Manage a caseload to achieve timely and effective resolutions
• Provide high-quality customer communication and complaint responses
• Maintain accurate complaint records and support regulatory compliance
• Collaborate with internal stakeholders to deliver complaint outcomes and service improvement
• Raise service requests and book repairs to assist a customer alongside a complaint

Skills

Fair complaint handling

Customer-facing experience

Organisational skills

Attention to detail

Investigative reasoning

Job description

Chime Housing is seeking a Complaints Resolution Officer to join the Complaints Team. You will investigate complaints, engage with customers, and ensure fair, timely responses in line with the Housing Ombudsman's guidelines.

The role focuses on resolving issues, recording outcomes, and driving service improvements through learning and insight, with agile and flexible working practices and development opportunities within Customer Experience.