Complaint Resolution Officer

Amplius; Boston (MA); Hybrid; USD 42,000 - 51,000; Full time

Benefits offered by this job

Flexible working

Pension contributions

Cycle to work

Employee assistance

IT equipment

Volunteer days

Career development

Job summary

Amplius is seeking a Complaint Resolution Officer to investigate complaints, support fair outcomes and help improve our services. You will work with colleagues, contractors and customers to ensure empathy, transparency and adherence to high service standards.

The role involves handling complex complaints in social housing, public services or a regulated sector, with a focus on timely updates and robust records.

Qualifications

• Experience handling complex or escalated complaints within social housing, public services or a regulated sector.
• Understanding of complaint handling best practice and the Housing Ombudsman’s Complaint Handling Code.
• Strong communication and investigation skills, with the ability to handle sensitive situations fairly and professionally.
• Ability to manage a busy caseload, prioritise work and maintain accurate records.
• A customer-focused and resilient approach, with strong problem-solving skills and a commitment to equality and continuous improvement.

Responsibilities

• Investigate customer complaints, gathering evidence and working with colleagues and contractors to achieve fair outcomes.
• Provide clear, empathetic updates to customers throughout the complaint process.
• Ensure complaints are managed within agreed timescales and in line with service standards and regulatory requirements.
• Maintain accurate complaint records, monitor actions and manage compensation where appropriate.
• Identify lessons learned from complaints and share feedback to support service improvements.
• Build positive relationships with teams, contractors and stakeholders while promoting a strong complaints culture.

Skills

Escalated complaints

Housing/Public sector

Complaint handling knowledge

Communication skills

Investigation skills

Caseload management

Customer focus

Job description

Salary £35,224 per year

Location Hybrid - Milton Keynes, Rushden or Boston

This is a Permanent, Full Time vacancy that will close in 10 days at 23:59 BST.

Complaint Resolution Officer JD.docx - Download

The Vacancy

Join Amplius as a Complaint Resolution Officer, where you'll investigate complaints, support fair outcomes, and help improve our services. Working closely with colleagues, contractors and customers, you'll make sure every complaint is handled with empathy, transparency and in line with the highest service standards.

Salary: £35,224 per year

Contract: Permanent, full time

Your week: 36.25 hours - Monday to Friday 9am to 5pm

Location: Hybrid - weekly office presence in Milton Keynes, Rushden or Boston with occasional travel for meetings or training. Office-based 5 days per week during initial training.

You can read about our fantastic colleague benefits here - Amplius colleague benefits

Snapshot of your role

• Investigate customer complaints, gathering evidence and working with colleagues and contractors to achieve fair outcomes.
• Provide clear, empathetic updates to customers throughout the complaint process.
• Ensure complaints are managed within agreed timescales and in line with service standards and regulatory requirements.
• Maintain accurate complaint records, monitor actions and manage compensation where appropriate.
• Identify lessons learned from complaints and share feedback to support service improvements.
• Build positive relationships with teams, contractors and stakeholders while promoting a strong complaints culture.

What You’ll Need To Thrive In This Role

• Experience handling complex or escalated complaints within social housing, public services or a regulated sector.
• Understanding of complaint handling best practice and the Housing Ombudsman’s Complaint Handling Code.
• Strong communication and investigation skills, with the ability to handle sensitive situations fairly and professionally.
• Ability to manage a busy caseload, prioritise work and maintain accurate records.
• A customer-focused and resilient approach, with strong problem-solving skills and a commitment to equality and continuous improvement.

Important - DBS clearance and right to work in the UK are essential requirements. We do not provide sponsorship.

Please read the attached Job Description before applying so you get the full scope of the role.

Closing: 19 October

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

If you have any questions, please contact the Amplius Talent Team and we’ll be happy to assist you.

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 40,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.

The Benefits

• Flexible
• working
• Pension
• contributions
• Cycle to
• work scheme
• Employee Assistance Programme
• State of the art IT equipment
• Volunteer
• days
• Flexible
• Working
• Pension
• Scheme
• Life
• Assurance
• Health
• Cash Plan
• Generous
• Annual Leave
• Career
• Development