Complaints Officer

Job Title: Complaints OfficerType: FTC until February 2027Location: Exeter / Weston / Tolvaddon (Hybrid 2-3 days in office)Salary: £33,163 per annumHours: 37 hours a week BRC are working closely with a respected housing provider to recruit a Complaints Officer on a fixed-term basis. This is an exciting opportunity to join a customer-focused organisation committed to delivering excellent services and using customer feedback to drive meaningful improvements across the business. As a Complaints Officer, you will manage customer feedback, including complaints and compliments, ensuring every case is handled professionally, fairly and in line with company policies and the Housing Ombudsman Complaint Handling Code. You will work collaboratively with teams across the organisation to investigate concerns, identify root causes and help implement lasting service improvements. Duties\n

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• Manage customer complaints and feedback from initial contact through to resolution.
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• Investigate complaints thoroughly, gathering evidence and working with colleagues to achieve positive outcomes.
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• Ensure complaints are managed in line with company policy and the Housing Ombudsman Complaint Handling Code.
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• Identify trends from customer feedback and recommend service improvements.
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• Develop and support improvement plans to enhance customer satisfaction.
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• Promote best practice in complaint handling across the organisation.
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• Build positive relationships with customers and internal stakeholders.
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• Contribute to performance monitoring and reporting where required.
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RequirementsEssential:\n

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• Proven experience managing customer complaints.
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• Experience working within a customer service environment.
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• Customer Service qualification or equivalent experience, or willingness to work towards one.
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• Excellent communication, investigation and problem-solving skills.
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• Strong organisational skills with the ability to manage a varied workload.
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• Ability to build effective working relationships with colleagues and customers.
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Desirable:\n

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• Knowledge of social housing policy.
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• Experience producing reports and monitoring performance.
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• Experience using booking or scheduling systems.
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• Business Administration qualification or equivalent.
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For more information, please call Meg Smith on or . To apply, please submit your CV outlining your relevant experience and qualifications. We will be reviewing applications on an ongoing basis until the position is filled. At BRC Recruitment, we try to respond to all applications, however, due to high volume of applications, this is not always possible. If you have not heard from us within 72 hours, please assume that your application has been unsuccessful on this occasion.REFERRAL SCHEME: Recommend a friend or colleague to us and receive up to £100 once they have completed 3 months in a role via BRC! Terms and conditions apply, contact us for details.