Complaint Officer

complaints officer

The role of a Complaint Officer

Complaints Officers are key to maintaining the ongoing relationship between clients and Housing organisations. Their role is vital in the smooth running of long-term or complex issues. Here’s where those communication skills, emotional intelligence and knowledge of the industry are really tested.

A Complaint Officer must follow a strict process of acknowledging, investigating and responding to complaints. There’s an element of offering support and advice to residents, as well as communicating with internal teams to understand and rectify or escalate the complaint.

The role might also be known as Complaint and Information Officer or Complaint Handler.

The role of a Complaint Officer includes:

  • Responsible for investigation of complaints
  • Responsible for resolution and reporting of complaints
  • Ensure all procedures and policies relating to customer complaints are followed
  • Log, distribute and monitor emails and letters
  • Support the team with achieving servicing compliance targets

Qualifications & Experience

Experience and history of exceptional customer service delivery is necessary, great communication skills, time and complaints management is essential to this role. You also would be required to have strong letter writing skills, ability to use CRM systems, understanding how to produce and analyse statistical reports and information.


Permanent contract: £28,000 – £40,000

Contractors: £16 – £28 per hour

Fantastic service from start to finish. Chloe Wright’s meeting and greeting was great (always good to see the face to the name) putting anyone at ease. All questions answered and so ready to go! Still working for Oyster Partnership and loving it!

Juliet, Feefo, Trusted Customer

Our Complaint Management jobs

We work with various Public Sector organisations across the UK providing the Housing Sector with Complaints Management staff and other industry professionals.

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