Complaint Resolution Officer

Role Overview

Are you passionate about delivering outstanding customer service and resolving issues with empathy and professionalism? Join Plus Dane Housing as a Complaint Resolution Officer on a fixed term basis and help us shape and improve our services by ensuring every customer feels heard, understood, and supported throughout the complaints process.

As a Complaint Resolution Officer, you'll play a key role in ensuring that customer complaints are resolved effectively, fairly, and in line with regulatory requirements. You'll be the main point of contact for customers throughout the complaints process, providing clear communication, timely updates, and high-quality responses. You'll work closely with colleagues and stakeholders to investigate, mediate, and resolve complaints, always striving to improve the customer experience and drive service excellence.

• Ensuring compliance with Plus Dane's Customer Complaints and Feedback Policy, the Housing Ombudsman's Complaint Handling Code, and relevant legislation.
• Logging, acknowledging, and responding to feedback within stated timescales, contributing to key performance indicators.
• Investigating complaints, maintaining accurate records, and producing high-quality, factual responses.
• Negotiating and mediating resolutions, agreeing appropriate levels of redress, and monitoring follow-up work.
• Supporting senior managers with complaint reviews and quality checking responses.
• Analysing complaint data to identify themes, trends, and lessons learned, sharing insights to improve services.
• Promoting the customer feedback procedure and supporting the Customer Access Team during busy periods.
• Assisting with training and development of new team members.

• Experience in customer service and complaint handling.
• Excellent communication skills, both written and verbal.
• Ability to process and interpret data, prioritise workloads, and remain calm under pressure.
• Proficient in Microsoft Office and confident using IT systems.
• Strong letter writing and organisational skills.
• Experience of investigating root causes of problems.
• Ability to work as part of a team and support colleagues.

• Educated to GCSE level or equivalent.
• Experience working in a busy office environment.
• Experience with in the Housing sector.
• Knowledge of the Housing Ombudsman Complaint Handling Code.

Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do. Working with our customers really does change people's lives and if you want to make a difference Plus Dane is the place to be!

We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow.

This is a 6-month fixed-term role at 35 hours per week, based in either our Liverpool or Congleton office with hybrid work options.

• Competitive salary.
• 35 days’ annual leave (pro rata) plus bank holidays.
• Company pension scheme where we contribute 9% and colleagues can contribute 3% upwards.
• Excellent management team, wellbeing champions, and mental health first aiders support your wellbeing.