Senior Complaints Officer

Castles And Coasts Housing Association; Carlisle; On-site; GBP 40,000 - 43,000; Full time

Job summary

Castles & Coasts Housing Association in Carlisle is recruiting a permanent Senior Complaints Officer to join the Customer Experience Team in the Customers and Communities Directorate. The role requires handling a caseload, producing high-quality written responses within timescales, and using data to identify trends for service improvement.

This post is based on a 36.25-hour week with a salary of £40,116 to £42,755 per year, plus benefits. Interviews are in November 2026.

Qualifications

• Experience of handling complaints in housing or related sectors.
• Proven track record of delivering excellent customer service.
• Ability to manage caseloads and meet deadlines with high-quality responses.

Skills

Complaints handling

Customer service

Written communication

Data analysis

Job description

Senior Complaints Officer

• Carlisle
• 36.25 hours per week
• Permanent • £40,116 – £42,755 per annum (FTE based on 36.25 hours per week) + benefits package

Castles & Coasts Housing Association (CCHA) is currently looking to recruit a permanent, full time (36.25 hours per week) Senior Complaints Officer, based in Carlisle, with a salary of £40,116 - £42,755 per annum.

If you are looking for an exciting new role, this is a great opportunity to join the Customer Experience Team at CCHA as a Senior Complaints Officer in the Customers and Communities Directorate, you would be a critical part of a new professional and customer focused team, ensuring a professional response to complaints ensuring learning is identified to support the deliver of service improvements

We are looking for candidates with skills and experience that includes:

• Experience of handling complaints in a housing, local authority, regulated customer service or Ombudsman-related environment.
• Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
• Proven ability to manage a complaint caseload, prioritise competing deadlines and produce high-quality written responses within agreed timescales
• Ability to analyse and interpret complaint data, case evidence and performance information to inform decision-making, identify trends and support service improvement.

CCHA owns and manages more than 7,400 homes across the North of England in Cumbria, Northumberland, Tyne and Wear and North Lancashire. As an Association, we focus on the needs of the local communities we serve, tackling the housing crisis, improving services within our communities, and use our strength and efficiency to meet housing service needs. We are committed to providing excellent services to our customers.

Closing date for applications: Sunday 1st November 2026

Interviews to be held in person on Wednesday 11th November 2026