Posted 07 August, 2026
Complaints Officer
Building Recruitment Company
Merthyr Tydfil, WLS, GB
Full Time
Job Description
Job Title: Complaints OfficerType: Temporary 1 - 2 monthsLocation: MerthyrSalary: £30,914 per annum salary equivalent Hours: Full Time BRC are working closely with a leading Housing Association in South Wales to recruit a Complaints Officer on a temporary basis. This role involves being the primary point of contact for receiving complaints, compliments, comments and appeals, and taking on the role of relationship manager. Duties:\n
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- Triage complaints and appeals, ensuring issues where there is a serious risk to life or property are reported immediately to the relevant member of the Executive Leadership Team. \n
- Co-ordinate the investigation of complaints and appeals, liaising with the complainant and staff from service delivery areas as appropriate. \n
- Aim to build constructive relationships with complainants and stakeholders, demonstrating understanding and empathy whilst remaining impartial. \n
- When required, act as an advocate for complainants with colleagues to help resolve their issues. \n
- When required, support the Executive Leadership Team in responding to requests from the Public Services Ombudsman for Wales. \n
- Maintain an effective monitoring process to track the progress of complaints, subsequent actions and any appeals. \n
- Work with the Customer Experience Manager to analyse complaint trends, identify themes and provide feedback to relevant business leads or Directors. \n
- Prepare reports and presentations for the Strategic Leadership Team, Democratic Body and Board as required. \n
- Prepare, or support relevant managers in preparing, responses to complainants that are consistent with organisational policies and values. \n
- Report on the progress and status of complaints and appeals to the Customer Experience Manager. \n
- Lead and undertake complaint and appeal policy development, process improvement, analysis and change. \n
- Oversee the compensation budget and liaise with relevant departmental managers regarding compensation claims. \n
- Track and monitor actions arising from complaints, liaising with relevant managers to ensure completion. \n
- Represent the organisation professionally and positively to all stakeholders, including Members of Parliament (MPs), Members of the Senedd (MSs) and Councillors, liaising with constituents to achieve positive outcomes. \n
- Liaise and work closely with the Internal Audit function to ensure recommendations support continuous improvement. \n
- Keep informed of, review and implement, best practice in customer relationship management, actively seeking to remove barriers that prevent people from accessing services. \n
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- Experience of working in a customer service environment. \n
- Experience of working to set policies and procedures. \n
- Able of communicating with external and internal stakeholders, both written and face to face. \n
- Experience of populating and analysing databases \n
- Relationship management including Handling difficult or irate customers \n
- Able to demonstrate experience of promoting and delivering continuous service improvement \n
- Experience of managing a changing work load ensuring priorities are met \n
- Ability to confidently deal with a range of internal and external customers \n
- Ability to anticipate the urgent/priority matters \n
- Ability to work on own initiative without the need of constant need of supervision \n
- Excellent telephone and interpersonal manner \n
- Able to use IT equipment and software e.g. MS Office \n
- Ability to manage time, plan and prioritise workload, and make judgements and decisions to met strict deadlines \n
