Role Overview
Do you enjoy getting to the heart of complex issues and finding fair, practical solutions? Join us as a Complaints Caseworker and play a key role in delivering a high-quality complaints service that puts customers at the centre of every decision.
In this varied role, you’ll take ownership of complaints from start to finish. You’ll carry out thorough investigations, gather evidence and produce clear, well‑reasoned responses.
You will work closely with colleagues across the organisation to resolve complex issues fairly, build strong relationships and ensure complaints are managed in line with regulatory requirements and agreed timescales. You will also support cases referred to the Housing Ombudsman Service and help identify learning opportunities that improve services and deliver better outcomes for our customers.
Responsibilities
- Take ownership of complaints from start to finish.
- Carry out thorough investigations and gather evidence.
- Produce clear, well‑reasoned written responses.
- Work closely with colleagues across the organisation to resolve complex issues fairly.
- Build strong relationships and manage complaints in line with regulatory requirements and agreed timescales.
- Support cases referred to the Housing Ombudsman Service.
- Identify learning opportunities to improve services and outcomes.
Qualifications
- Basic DBS check is required.
- Experience managing complaints or other complex casework within a customer‑focused or regulated environment.
- Experience investigating cases and producing high‑quality written responses.
- Strong problem‑solving skills with the ability to make balanced and well‑informed decisions.
- Excellent written and verbal communication skills.
- Ability to manage a varied workload, prioritise effectively, and meet regulatory deadlines.
- Great attention to detail and ability to maintain accurate records and case notes.
- Confident building relationships and working collaboratively across multiple teams.
- Ability to remain calm and professional when handling sensitive or challenging situations.
- Good working knowledge of Microsoft Office and CRM or case management systems.
- GCSEs (or equivalent) in Maths and English (Grades A‑C).
Benefits
- 25 days’ holiday (plus bank holidays), increasing up to 28 days with 3 years of service.
- Up to 8% contributory pension.
- Up to £300 annual allowance for use towards health and lifestyle benefits for you and your family.
- Access to a wide range of staff discounts.
#J-18808-Ljbffr…