About the role
We are looking for a confident, empathetic and detail-focused Complaints Resolution Officer to help deliver a fair, timely and customer-centred complaints service. You will take ownership of complaints from initial review through to resolution, working with colleagues and customers to investigate concerns, agree appropriate outcomes and ensure learning is used to improve services.
This is a hands-on role for someone who can balance compassion with robust investigation, communicate clearly in writing and verbally, and remain calm when dealing with sensitive or challenging situations.
Key responsibilities
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Manage a varied caseload of complaints, ensuring each case is investigated fairly, thoroughly and within agreed timescales.
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Act as a key point of contact for customers, keeping them informed and providing clear, empathetic updates throughout the complaint journey.
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Gather and assess evidence from internal teams, systems and customer records to understand what happened and identify appropriate resolutions.
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Draft high-quality complaint responses that are accurate, transparent, customer-focused and aligned with policy, regulatory expectations and best practice.
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Work collaboratively with colleagues to agree actions, remedies and commitments, including compensation where appropriate.
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Maintain accurate case records and ensure all actions, outcomes and learning points are recorded and followed through.
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Identify trends, root causes and opportunities for service improvement arising from complaints.
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Support a positive complaints culture by promoting early resolution, learning from feedback and continuous improvement.
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Ensure confidentiality, data protection and safeguarding considerations are managed appropriately.
About you
You will have strong customer service and complaint handling skills, with the ability to investigate complex issues, make evidence-based decisions and communicate outcomes clearly. You will be organised, resilient and able to manage competing priorities while maintaining a professional and compassionate approach.
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Experience of handling complaints, customer enquiries or complex casework in a customer-facing environment.
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Knowledge of the Housing Ombudsman’s Complaint Handling Code or similar complaint handling frameworks.
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Excellent written and verbal communication skills, including the ability to produce clear, balanced and professional correspondence.
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Strong investigation, analytical and problem-solving skills.
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Ability to manage sensitive conversations with empathy, discretion and professionalism.
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Good organisational skills, attention to detail and the ability to manage deadlines.
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Experience of working collaboratively with internal teams, external partners or contractors to resolve customer issues.
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Confident using Microsoft Office and customer relationship management or case management systems.
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Commitment to equality, diversity and inclusion, and to delivering fair outcomes for customers.
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Understanding of repairs, housing management, tenancy services or resident engagement.
We will consider a development opportunity for the right candidate who can demonstrate strong transferable skills, a customer-focused approach and the potential to grow into the full requirements of the role with appropriate support and training.
We reserve the right to close this vacancy early for the right candidate.
We also reserve the right to not progress applications from candidates who have previously applied for the same post within a 6-month period.
Greatwell Homes is a rewarding place to work. As a not-for-profit organisation, we’re committed to providing great services and high-quality living environments.
Our staff are committed to meeting customer needs and helping to make our local neighbourhoods great places to live.
We value our staff and always look for ways in which we can help them develop their skills and knowledge.
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