Join a well-established housing association in a rewarding opportunity where you can make a genuine difference to tenants' lives. This Customer Experience Officer role is ideal for someone passionate about resolving complex complaints, improving customer satisfaction and ensuring tenants receive a high-quality service.
You'll take ownership of complaints from Stage 1 onwards, investigating issues thoroughly and working with tenants, internal teams and external contractors to achieve fair and timely resolutions. You'll also play a key role in identifying recurring issues, addressing root causes and driving continuous service improvement.
We'd love to hear from candidates with experience as a Customer Experience Officer, Customer Resolution Officer, Complaints Officer, Complaints Resolution Officer or Housing Complaints Officer, particularly those with experience handling complex complaints within a regulated environment.
As a Customer Experience Officer, you will be:
Managing complaints end to end, from initial triage and investigation through to resolution.
Investigating complex complaints by reviewing records, gathering evidence and liaising with internal teams and external contractors.
Maintaining clear, professional communication with tenants throughout the complaints process.
Producing high-quality complaint outcome letters, reports and case documentation.
Identifying root causes, recurring service failures and opportunities to improve customer experience.
Analysing complaint data and producing monthly case studies to support service improvements.
Challenging stakeholders where necessary to obtain information and achieve timely resolutions.
Managing approximately 15–20 complaints at different stages while meeting performance targets and deadlines.
Supporting process improvements and sharing best practice in complaint management.I'd love to speak to anyone who has:
Proven experience managing high-volume, complex complaints within a regulated sector.
Strong end-to-end complaint handling and investigation experience.
Excellent written communication skills, particularly when producing complaint outcome letters and reports.
Experience liaising with customers and internal stakeholders to resolve sensitive issues.
Confidence challenging colleagues at different levels to obtain information and achieve resolutions.
Strong analytical and problem-solving skills, with the ability to identify root causes and recommend improvements.
Excellent organisational skills and the ability to manage competing priorities.
Knowledge of the Housing Ombudsman's Complaint Handling Code and formal complaints or dispute resolution training would be advantageous.
The role is offering the following benefits:
Minimum 12-week contract, with potential for extension or a permanent opportunity, subject to business requirements.
Hybrid working, with the role primarily office-based and home working available subject to business needs.
The opportunity to influence service improvements and enhance tenant satisfaction.
The chance to develop your experience within a supportive housing environment.Travel & Location
This role is based in Birmingham, with the majority of working time spent in the office and some home working available depending on business requirements. Candidates should be comfortable travelling to the office regularly.
Important Information
A Basic DBS check and social media check are required.If this Customer Experience Officer role sounds like your next opportunity, please apply now or contact Ryan Stewart (phone number removed) or email (url removed) Niyaa People for further information
