Senior Complaints & Service Improvement Lead

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

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.