Complaints Officer

Play a pivotal role in shaping exceptional customer experiences. As our Complaints Officer (Customer Experience Officer), you’ll lead fair and consistent complaint handling while driving insights that improve services across the organisation.

We own and manage c.8,000 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

A lot of our roles come with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of key responsibilities...

• Lead and coordinate formal complaints across the organisation, ensuring all responses comply with the Housing Ombudsman Service Complaint Handling Code and relevant guidance
• Deliver a fair, consistent and customer-focused complaints service, including considering appropriate remedies such as compensation where applicable
• Investigate complaints in partnership with service managers, producing clear, empathetic and timely responses with a focus on early resolution and positive customer outcomes
• Manage escalations to Stage 2, coordinating all aspects of the process including panel preparation, stakeholder engagement, and communication with complainants, senior leaders, and the Complaints Hearing Panel
• Collate and prepare information required for escalations to the Housing Ombudsman Service
• Share insights and outcomes from complaints, ensuring learning is embedded and actions are implemented to drive continuous service improvement across the organisation

We are looking for someone who has...

• Experience of handling customer complaints or enquiries in a customer-facing environment
• Experience working within a structured complaints process
• Understanding of good customer service principles
• Ability to investigate issues, gather evidence and produce written responses
• Understanding of equality, diversity and confidentiality when dealing with customers

In return, we are offering...

• An annual salary of £31,641.75
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate hybrid working conditions from home and our office in Bury St Edmunds
• Flexible working around a 37 hour week
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% - 12% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.