Resident Experience & Complaints Officer

CIH International Housing Group; Greater London; On-site; GBP 20,000 - 34,000; Full time

Benefits offered by this job

25 days leave

Mears Fun Day

Volunteering leave

Staff discounts

Family friendly policies

Company van & fuel card

Job summary

Mears Group is hiring a Complaints Officer to join the team working with Octavia Housing Association to provide front-facing support for all complaints. Location is West London, with a full-time permanent contract. You will deliver high-quality service, resolve queries, and support social value initiatives within the contract.

The role emphasizes customer-centric communication, documentation, and collaboration with local teams to improve service delivery for residents and partners.

Qualifications

• Experience in handling complaints and resolving queries.
• Experience of working within Social Housing is required.
• Understanding of Voids & Repairs and related processes.
• Clear written and verbal communication skills are essential.
• Great customer service skills with a professional telephone manner.
• IT literacy and comfortable using digital systems.

Responsibilities

• Help resolve front-line complaints and queries.
• Assist with complaint investigations and ensure thorough documentation.
• Deliver a front-line professional service to our client, ensuring a positive experience.
• Attend customer appointments promptly and to required standards.
• Support the Group Customer Success Manager with operational needs.
• Build and maintain positive relationships between Mears and the client.
• Assist with social value initiatives and customer engagement across channels.
• Champion social value and internal communications.

Skills

Complaints handling

Social housing

Voids & repairs

Communication

Customer service

IT literacy

Job description

Mears Group is hiring a Complaints Officer to join the team working with Octavia Housing Association to provide front-facing support for all complaints. Location is West London, with a full-time permanent contract. You will deliver high-quality service, resolve queries, and support social value initiatives within the contract.

The role emphasizes customer-centric communication, documentation, and collaboration with local teams to improve service delivery for residents and partners.