Technical Complaints Resolution Specialist - Hybrid

Paragon Asra Housing Limited; Leicester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

High street discount schemes

Health cash plans

26 days’ annual leave, increasing to 9

Flexible bank holidays

Car leasing scheme

Hybrid working with 2–3 office days

Nine-day fortnight option

Job summary

Paragon Asra Housing Limited seeks a Technical Complaints Resolution Officer to manage repairs-related complaints, diagnose issues from reports and photos, and coordinate timely, transparent resolutions. You will liaise with residents, contractors, and internal teams, ensuring high-quality customer care and adherence to the Housing Ombudsman’s Code.

You will operate in a hybrid environment with a focus on accessibility, empathy, and service improvement, balancing technical insight with strong

Qualifications

• Recognised qualification in housing construction, building maintenance, or equivalent experience.
• Strong technical knowledge across multiple trades (plumbing, electrics, joinery, roofing, damp/mould).
• Evidence of training in customer service, complaint handling, or conflict resolution.
• Good IT skills, including housing/repairs management systems, Microsoft Office, and digital tools.
• Experience in social housing, property, or construction environments.
• Proven ability to diagnose issues from inspection reports and photographs.
• Excellent de-escalation and conflict resolution skills.
• High integrity, empathy, and commitment to residents.
• Solid understanding of housing legislation and the Housing Ombudsman’s Complaint Handling Code.
• Proactive mindset; improving processes and resident satisfaction.
• Calm, professional communicator with diverse audiences.

Responsibilities

• Act as a main contact for residents raising repair complaints, ensuring they feel heard and informed.
• Investigate issues using inspection reports, photographs, and technical insight to diagnose causes.
• Manage a caseload from receipt to resolution with timely updates and clear communication.
• De-escalate challenging situations calmly and professionally, ensuring residents feel valued.
• Support vulnerable residents through reasonable adjustments and signposting to other services.
• Collaborate with contractors, surveyors, and internal teams to resolve complaints efficiently.
• Monitor complaint trends and provide insights for process and policy changes.
• Maintain accurate documentation in line with data protection and Housing Ombudsman’s Code.

Skills

Multi-trade knowledge

Complaint handling training

De-escalation skills

Empathy and integrity

Calm, professional communication

Proactive mindset

Housing legislation understanding

Experience in social housing/property

Diagnosis from reports/photos

IT skills

Education

Housing construction / building maintenance qualification

Tools

Housing repairs management system

Microsoft Office

Digital tools

Job description

Paragon Asra Housing Limited seeks a Technical Complaints Resolution Officer to manage repairs-related complaints, diagnose issues from reports and photos, and coordinate timely, transparent resolutions. You will liaise with residents, contractors, and internal teams, ensuring high-quality customer care and adherence to the Housing Ombudsman’s Code.

You will operate in a hybrid environment with a focus on accessibility, empathy, and service improvement, balancing technical insight with strong