Complaints Officer x 3

job description

Complaint Officers in West Midlands, hybrid working

Your new company
We are partnering with a large, well established organisation within the regulated housing sector to recruit an experienced Complaints Officer (internally known as a Customer Experience Officer). This is a confidential vacancy, and full employer details will be shared with shortlisted candidates.Complaints are a crucial part of how this organisation learns, improves, and delivers safe, high quality services that residents can rely on. This role is ideal for someone who thrives in a structured, high volume environment, shows empathy, and takes real ownership of delivering thorough, fair outcomes.Your new role
You will manage end to end complaint investigations for cases escalated beyond the informal stage. These cases often involve sensitive, complex and multi layered issues, requiring excellent communication, strong judgement, and a meticulous approach to fact finding.Key responsibilities include:

• Conducting timely, robust investigations into a varied caseload of tenant complaints
• Managing 15-20 open cases at any given time, each at different stages of the process
• Communicating clearly and consistently with tenants throughout their complaint journey
• Working collaboratively with internal teams to gather information and understand root causes
• Producing high quality written outcome letters and clear case documentation
• Managing competing priorities in a fast paced, compliance driven environment

You'll play a vital part in improving customer satisfaction and ensuring tenants feel heard, respected, and supported.
What you'll need to succeed

Proven experience handling complaints within a regulated sector (housing, care, financial services, local authority, etc.)

Strong background in end to end complaint case management

Confident liaising directly with tenants and colleagues across multiple business areas

Excellent written communication skills, particularly in report and letter writing

Ability to manage conflicting priorities while delivering work of a consistently high standard

Adaptable, resilient, and comfortable working in a demanding environment

This role will offer hybrid working after training.What you'll get in return
This organisation is known for its strong team culture, commitment to resident experience, and supportive working environment. You'll be part of a team that is genuinely passionate about making a positive difference for tenants while maintaining professional and regulatory standards. You will be paid a competitive hourly rate and be paid on a weekly basis. This is a temporary assignment for 6 months, with the potential for extension.
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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