Complaint Resolution Officer

Position: Complaint Resolution Officer (Permanent)
Complaint Resolution Officer

Rushden, Boston, Peterborough or Milton Keynes (Hybrid Working)

£34,000

Permanent, Full Time

Hybrid – weekly presence required in either Rushden, Boston, Peterborough, or Milton Keynes office

Your week:
Full Time (Mon to Fri, 9am to 5pm)

As a Complaint Resolution Officer at Amplius, you’ll deliver a high‑quality, customer‑focused complaint resolution service that ensures fair outcomes, learning and continuous improvement. You’ll champion a positive complaints culture and ensure compliance with the Housing Ombudsman Service Complaint Handling Code.

Snapshot of your role

* Lead fair, evidence‑based complaint investigations, ensuring responses meet regulatory codes and internal timescales.

* Act as an impartial advocate for customers, maintaining clear, empathetic communication throughout the complaint journey.

* Promote a positive complaints culture and work collaboratively with colleagues, contractors and stakeholders.

* Track and monitor all actions and commitments to ensure timely completion and improved customer outcomes.

* Identify lessons learned from complaints and support service improvements across the organisation.

* Maintain accurate CRM Dynamics records and award compensation in line with policy where service failures occur.

What we’re looking for:

* Experience of working in a fast-paced environment and handling complex customer complaints in social housing, public services or regulated sectors

* Ability to investigate issues thoroughly, assess evidence and deliver fair, transparent outcomes.

* Experience collaborating with multiple internal teams and external contractors.

* Track record of meeting performance targets related to complaint handling or customer satisfaction.

* Strong communication skills, including supporting customers in vulnerable circumstances and excellent time management skills

* Understanding of the Housing Ombudsman’s Complaint Handling Code and complaint resolution principles.

Please read the attached

Job Description before applying so you get the full scope of the role.

Timeline

Closing: 16th February

Phone Screenings: 23rd February

On Site Interviews: 3rd March

DBS clearance may be required for this role.

Important - We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities