Complaints Officer
Annual salary: up to £34,000. Location: West London. Contract: Full Time Permanent. Salary: Up to £34,000.
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provides tailored rapid‑response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.
About The Role
We are looking for a Complaints Officer to join our team who can positively represent Mears, working with Octavia Housing Association to provide front‑facing support and advice for all complaints. The role ensures the client is at the heart of everything we do and supports the Social Housing project by delivering excellent service to local residents and operational teams.
Key Responsibilities
- Help resolve front‑line complaints and queries
- Assist with complaint investigations and ensure thorough documentation
- Deliver a front‑line professional service to our client, ensuring a positive experience
- Attend customer appointments promptly and to required standards
- Support the Group Customer Success Manager with operational needs
- Build and maintain positive relationships between Mears and the client
- Assist with social value initiatives and customer engagement across all channels
- Champion social value, internal communications, and the red thread approach
- Communicate accurate and timely information to customers and operational teams in clear terms
- Ensure customer feedback is acknowledged and shared with operational teams to improve service
- Represent Mears professionally as a brand ambassador
- Adhere to all relevant policies, processes, and procedures
- Recognise and escalate safeguarding concerns appropriately
- Work with local authorities, contractors, and support services to resolve complex resident issues
- Support residents in accessing digital services and inclusive communication
- Gather resident feedback and satisfaction data to inform service improvements
Key Criteria
- Experience in handling complaints and resolving queries
- Experience of working within Social Housing
- Understanding of Voids & Repairs
- Clear written and verbal communication skills
- Great customer service skills
- Professional telephone manner
- Experience in community engagement, social value, or resident involvement
- IT literate and confident using digital systems
- Effective problem‑solving skills
- Ability to work independently or as part of a team
- Understanding of tenancy enforcement procedures and anti‑social behaviour protocols
- Awareness of safeguarding principles and how to escalate concerns
- Ability to manage sensitive conversations with empathy and discretion
- Experience working with diverse communities and promoting equality and inclusion
- Knowledge of housing legislation and local authority procedures
- Ability to take accurate meeting minutes and produce clear written records
Benefits
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day and other company events
- Volunteering Leave – paid volunteering to support community social value commitments
- Staff perks with Mears Rewards – discounts on groceries, holidays, eye test vouchers, Share save scheme, and more
- Family‑friendly policies
- Company van, fuel card and uniform
All our roles require candidates to have the entitlement to work within the UK; Mears does not currently offer visa sponsorship.
Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.
We are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer and value individuality, ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS). We also hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share background information during the application stages to better understand diverse experiences. These questions are optional and will not impact your ability to apply.
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