Customer Experience Officer - Housing

Overview

Join a well‑established Housing Association in a rewarding Complaints Handler role where you will play a vital part in improving the customer experience and ensuring residents feel heard, supported and informed. This Complaints Handler position offers the opportunity to work within a busy housing environment, helping to investigate and resolve complaints while ensuring services continue to improve for residents. The role is offered on an initial 6‑8 week temporary contract, with the potential to extend depending on service demand.

You’ll be working closely with the Customers & Communities and Operations teams, acting as a key point of contact for residents and ensuring complaints are managed effectively, fairly and within policy timescales. This is a fantastic opportunity for someone who values excellent customer service, clear communication and delivering positive outcomes for residents.

• Investigating and managing customer complaints in line with organisational policies and service standards
• Acting as the main point of contact for residents, ensuring they are kept informed throughout the complaints process
• Logging and monitoring complaints and customer feedback within the housing management system
• Communicating with customers via phone, email, letters and other channels to provide updates and resolutions
• Supporting residents with enquiries relating to repairs, improvement works and adaptations
• Working with operational teams and planners to ensure repairs and service issues are addressed
• Visiting residents in their homes where required to help resolve complaints or complex enquiries
• Collating customer satisfaction feedback and helping identify areas for service improvement
• Providing administration support to the Operations team where required

• Experience handling complaints or working within a customer resolution role
• Experience in a customer‑focused environment, ideally within housing or property services
• Strong communication and interpersonal skills with a customer‑first approach
• The ability to manage and prioritise multiple cases and meet service deadlines
• Good IT skills and the ability to maintain accurate records

• Basic DBS check
• Experience dealing with challenging situations professionally
• The ability to work collaboratively across teams to resolve customer issues

• 6‑8 week temporary contract, with potential for extension
• Opportunity to work within a customer‑focused housing organisation
• A varied role where you can make a real difference to residents’ experiences
• A supportive and collaborative working environment

This Complaints Handler role will involve working across housing services and may include occasional visits to residents in their homes to support the resolution of complaints and service issues.

If this Complaints Handler role sounds like your next opportunity, please apply now or contact Ryan Stewart at (url removed) for further information.