Complaints Officer

Complaints & Customer Care Officer - Stage Two Role Purpose

To deliver high-quality customer complaint resolution within a regulated environment, ensuring fair, reasonable, and compliant outcomes for Stage Two complaints. The role supports excellent customer service, regulatory compliance, and continuous improvement through effective complaint investigation and resolution.

Key Responsibilities Complaints Management

• Take ownership of Stage Two complaints, conducting thorough investigations and delivering fair, customer-focused resolutions.
• Work collaboratively with customers, internal teams, stakeholders, and external bodies, including the Housing Ombudsman.
• Manage a high-volume caseload across multiple channels, including telephone, email, letter, social media, and review platforms.
• Ensure timely communication, case updates, and final response letters, including compensation recommendations where appropriate.
• Maintain accurate records, case notes, and documentation in line with policy and regulatory requirements.

Quality & Performance

• Adhere to the Housing Ombudsman Complaint Handling Code and internal complaint procedures.
• Meet agreed KPIs, quality standards, and service targets.
• Demonstrate strong written and verbal communication, case management, and record-keeping skills.
• Prioritise workload effectively and maintain a proactive, results-driven approach.

Risk & Compliance

• Apply a robust risk management approach to complaint handling.
• Ensure complaint outcomes minimise escalation risks, Ombudsman determinations, and reputational or financial impact.
• Build effective relationships with internal and external stakeholders to support regulatory compliance and service excellence.
• Identify learning opportunities and contribute to continuous service improvement.

Knowledge, Skills & Experience Essential

• Experience managing high-volume complaints within a regulated environment.
• Experience supporting vulnerable customers and those with complex needs.
• Strong organisational, planning, and time-management skills.
• Knowledge of relevant regulatory requirements and complaint handling standards.
• Excellent communication, influencing, analytical, and problem-solving skills.
• Ability to produce high-quality written responses on sensitive matters.
• Strong attention to detail and accuracy.
• Experience working with external agencies, suppliers, and diverse stakeholders.
• Proficient in Microsoft Office, particularly Word and Excel.
• Flexible approach to working hours.

Desirable

• Experience handling complaints through multiple channels, including email, web chat, and social media.
• Ability to balance customer advocacy with organisational objectives and priorities.

Morgan Hunt is an equal opportunities employer.