Customer Services Officer (Liaison / Complaints)
London Bridge
Hybrid (2 days in office, 3 days remote working)
Up to £28,000
Would you like to join Hyde as a Customer Services Officer (Liaison / Complaints)?
As a Customer Services Officer (Liaison / Complaints) you’ll be the first point of contact for customers raising complaints or queries, ensuring every case is handled professionally, efficiently and in line with our service standards.
What You’ll Be Doing
- Receive, investigate and resolve complaints from phone, email, web and social media.
- Support customers in diagnosing repairs and arrange suitable appointments.
- Liaise with internal teams and contractors to secure early resolution and prevent repeat issues.
- Maintain accurate case records in Hyde’s CRM, ensuring timely updates and data integrity.
- Provide clear, professional communication via phone, email and letter.
- Carry out administrative tasks to support the wider service.
About You
- Experience in customer service or handling complaints.
- Strong communication skills and a calm, empathetic approach.
- Confidence in handling complaints and resolving issues quickly.
- Ability to work collaboratively and build trust with customers and colleagues.
- Good IT skills, including CRM systems and Microsoft Office.
- A commitment to delivering excellent customer service every time.
Why join us?
We own and manage 125,000 homes and are driven by a strong social purpose—creating safe, affordable homes and thriving communities. We are committed to providing safe, sustainable homes for our customers. You’ll be part of a collaborative and professional team where your work will directly contribute to safer neighbourhoods and improved customer outcomes.
Benefits
- Excellent pension
- Generous holiday allowance
- Life assurance
- Flexible benefits platform
- Career development & learning support
- Volunteering days
Diversity, inclusion and accessibility
Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation.
As a Disability Confident Employer, we’re happy to provide reasonable adjustments throughout the recruitment process and in the workplace.
Please note: candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.
