Customer Support Officer (Complaints)

HYBRID - in office Monday, Tuesday, WFH, Wednesday, Thursday and Friday. Draft clear, accurate, and timely acknowledgement letters for all incoming housing complaints, setting expectations on process, timescales, and next steps.

Log and categorise complaints correctly within internal systems, ensuring all relevant details and supporting evidence are captured from the outset.

Investigate Stage 1 complaints thoroughly by reviewing case histories, tenancy records, policies, and correspondence to establish facts.

Liaise with internal teams, contractors, and stakeholders to gather information and resolve issues promptly at Stage 1. Produce high-quality Stage 1 response letters that are clear, concise, empathetic, and aligned with policy and regulatory standards.

Apply a customer-first approach by recognising the impact on residents and offering practical, fair resolutions.

Manage Stage 2 (escalated) complaints with enhanced scrutiny, ensuring independence and a fresh, unbiased review of the case.

Identify any service failures, learning points, and areas for improvement during Stage 2 investigations

. Draft detailed and well-reasoned Stage 2 responses, addressing all points raised and clearly explaining decisions and outcomes.

Ensure all responses meet strict deadlines and comply with internal complaints procedures and regulatory requirements.

Handle Members' Enquiries (e.g., from MPs or councillors) with professionalism, ensuring accurate, sensitive, and timely responses.

Coordinate with relevant departments to provide comprehensive updates and resolutions for Members' Enquiries.

Maintain a high standard of written communication, ensuring responses reflect organisational values and accountability.

Respond to Housing Ombudsman queries, providing complete and well-documented case files within required timescales.

Liaise with internal teams to gather evidence and ensure responses to the Ombudsman are accurate and transparent. Support investigations by demonstrating compliance with complaint handling procedures and highlighting learning outcomes.

Maintain exceptional attention to detail across all casework, ensuring accuracy in records, correspondence, and reporting.

Consistently produce professional, well-structured written responses with clear reasoning and appropriate tone.

Prioritise customer satisfaction by actively listening, showing empathy, and aiming for early resolution wherever possible.

Ensure confidentiality and data protection standards are upheld in all aspects of complaint handling.