_{11th June, 2025}

Job Title:             Complaints Officer
Location:            Eastleigh
Contract:           Temporary 3-6 months
Hours:                 37 per week
Rate:                    £16.38-£18.36 per hour
 
BRC are working with a housing association who are based in the south of England. The Complaints Officer will be responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
 
Main Duties:

• Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
• Conduct investigations into complaints received and reach an outcome based on the merits of each case.
• Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
• Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including the Housing Ombudsman, contractors, and local councillors.
• Assist with any necessary feedback to individual colleagues, managers, or teams.
• Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.

 
The successful candidate will have:

• Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
• Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy.
• Customer focused, with a polite and empathetic telephone manner.
• Ability to manage workload to ensure timescales are met.
• Experience of working within a complaints or outbound sales role.
• A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
• Ability to analyse complex complaints and customer feedback issues and evidence findings.
• Demonstrate our values and behaviours.  

 
To apply, please call either Megan Smith or Emma Keir on 02920231000.
 
We will be reviewing applications on an ongoing basis until the position is filled.

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