Complaints and Resolution Officer
Hemel Hempstead (Hybrid Working)
£41,349 per annum
Full Time 35 hours per week
Help Turn Customer Feedback into Positive Change
At Hightown, we are committed to delivering exceptional housing and support services. Every complaint is an opportunity to learn, improve, and strengthen the experience of our customers.
We are looking for an experienced and emotionally intelligent Complaints and Resolution Officer to join our newly established Complaints and Resolution Team. If you are passionate about customer service, skilled at investigating complex issues, and driven to make a real difference, we would love to hear from you.
What You Will Be Doing
As our Complaints and Resolution Officer, you will play a vital role in ensuring customers feel heard, respected, and supported throughout the complaints process.
Be the first point of contact for customers raising concerns or complaints
Conduct thorough investigations, working collaboratively with colleagues, contractors, and customers
Deliver clear, empathetic, and well-reasoned complaint responses
Ensure compliance with the Housing Ombudsman's Complaint Handling Code
Identify trends, lessons learned, and opportunities to improve services
Support the delivery of performance reporting and continuous improvement initiatives
Help drive a culture where customer feedback leads to meaningful change
What We Are Looking For
We are keen to hear from candidates who can combine strong investigation skills with excellent customer care.
You will bring:
Experience handling complaints and investigating complex cases
Outstanding written and verbal communication skills
A customer-focused and solution-oriented approach
Strong organisational skills and attention to detail
The ability to build positive relationships and influence stakeholders
Confidence managing competing priorities and meeting deadlines
Knowledge of housing complaints processes and regulatory requirements would be advantageous
Experience within social housing is desirable but not essential for candidates with transferable complaints-handling experience
Why Join Hightown?
At Hightown, you will be part of a supportive organisation where your work genuinely makes a difference to people's lives.
We offer:
Competitive salary of £41,349
Hybrid working following successful completion of probation
33 days annual leave including bank holidays, increasing with service
Monthly attendance bonus
Workplace pension scheme
Life assurance cover of three times your annual salary
Health and wellbeing support services
Employee discounts across retail, leisure, restaurants and cinemas
Free on-site gym access
Learning and development opportunities to support your career growth
Ready to Make a Difference?
If you're passionate about delivering excellent customer service, resolving issues with empathy and professionalism, and helping improve services for our customers, we'd love to hear from you.
Apply today. We review applications and interview on a rolling basis, so early applications are encouraged.
Hightown is proud to be an Equal Opportunities and Disability Confident Employer. We welcome applications from all backgrounds and are committed to creating an inclusive workplace where everyone can thrive
