Customer Service Officer - Social Housing exp only

Customer Service Officer

Bristol (Hybrid – 2 days in the office)

21 hours per week, fixed term until end of January 2027

Work pattern to be agreed

Salary - £15.30 p.h

We are recruiting for a Customer Feedback Officer with proven experience in social housing to manage complaints and customer feedback within a busy customer experience team.

Key responsibilities:

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• Manage complaints end-to-end, from initial receipt through to resolution and closure
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• Handle enquiries from MPs, Councillors and the Housing Ombudsman
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• Act as the main point of contact for customers, providing clear and timely updates
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• Work with internal teams and contractors to investigate and resolve issues
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• Identify trends in feedback and support service improvement
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• Ensure all cases are managed in line with regulatory requirements and internal policies
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• Maintain accurate records in line with data protection standards
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Requirements:

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• Experience of managing complaints from receipt through to resolution, ensuring a fair, thorough and customer-focused approach.
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• Good understanding of complaint handling processes, including the ability to assess, investigate and respond to complaints effectively.
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• Ability to manage priorities, follow policy timescales and meet statutory deadlines
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• Strong case management skills, with experience of maintaining accurate records and tracking actions
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• Knowledge and understanding of the Housing Ombudsman Complaint Handling Code and its application in complaint investigations and responses.
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• Excellent written communication skills, with the ability to produce clear, concise, and well-reasoned complaint response letters
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This role requires a proactive and organised individual who can manage sensitive cases while maintaining a strong customer focus.

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