Complaints Resolution Officer
Reference: SEP20252307
Benefits: Competitive salary, 29 days annual (pro rata for part time), 4% - 6% pension contribution and much more
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Join Our Team as a Complaints Resolution Officer
The Complaints Officer plays a vital role in delivering a fair, transparent, and customer-focused complaints process. You will be responsible for investigating and responding to Stage 1 complaints in a timely and high-quality manner, providing written responses that reflect empathy, clarity, and a strong understanding of the issue. We are focused on re-building trusted relationships with our tenants through the creation of a new team, that will drive up the standards of complaint resolution here at Wandle.
What You’ll Do:
- Investigate & Respond: Tackle Stage 1 complaints with clear, empathetic, and timely written responses.
- Triaging & Collaboration: Manage the complaints inbox, triage new cases, and work closely with colleagues across the organization to resolve issues.
- Drive Improvements: Identify service challenges, provide constructive feedback, and champion quality assurance to uphold our high standards in customer care.
What We’re Looking For:
- Experience: Minimum 1-2 years’ experience handling complaints for a Housing Association.
- Expertise: Skilled in complaints investigations.
- Professional: Great at writing letter responses to residents.
- Setting Standards: A role model for what great customer service looks like.
- Challenge Status Quo: Confident holding people to account.
- Accountable: Proactive and solution focused.
Ready to make a real impact? Apply now!
Closing date: 15 October 2025 at 11:59pm
Shortlisting: 16 & 17 October 2025
Telephone Interviews: 21-23 October 2025
Interviews: 27-31 October 2025
Please note, Wandle is not able to support any visa sponsorship requests. You need to have the right to work in UK to be considered for this role.
Salary range
- £40,000 per year