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Complex Queries and Complaints Officer – 1706

Department: Customer Relationship Management
Job title: Complex Queries and Complaints Officer
Contract type: Permanent
Reference number: 1706
Salary: £25402 – £30069
Hours per week: 37
Closing date: 21st September 2021

Main duties

The purpose of this role is to:

  • Ensure the effective resolution of complex requests and complaints, delivering appropriate customer outcomes in line with Group policies and objectives in response to complaints and enquiries raised by other parts of the Group and/or that cannot be handled by Housing Advisors given the need for specialist knowledge or multiple steps being involved which require the application of judgement.
  • Proactively manage feedback received through Customer feedback software and address customer concerns to reduce the number of formal complaints received.

Please review the full job description and candidate requirements using the links below. Email completed applications to:, quoting the job reference number above.