Complaints Officer Apprentice

London Bridge (Park Street Office)

Customer Service Apprenticeship Level 3 – 18-19 month duration

Up to £30,015

Hyde is looking for a Complaints Officer Apprentice to join our customer-focused Complaints team. This is a great opportunity to begin your career in customer service while gaining practical experience, professional support and a recognised Level 3 Customer Service Specialist Apprenticeship.

As a Complaints Officer Apprentice at Hyde, you will help deliver a professional and responsive complaints service. Working alongside experienced colleagues, you will support the administration and monitoring of customer complaints, help gather information for investigations and keep customers informed about the progress of their case.

Key Duties

• Support the administration and coordination of customer complaints, enquiries and service requests.
• Gather correspondence, case information and supporting evidence to assist with complaint investigations.
• Maintain accurate case records, monitor response timescales and help progress outstanding actions.
• Prepare draft customer correspondence and case summaries in clear, plain English.
• Work with teams across Hyde to obtain updates, identify recurring complaint themes and support improvements to the customer experience.

Why Join Hyde?

Hyde is part of the Hyde group, one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

This apprenticeship offers the opportunity to develop valuable skills in customer communication, complaint handling, case administration, stakeholder engagement, record keeping and service improvement. You will receive guidance from experienced colleagues while working towards the Level 3 Customer Service Specialist Apprenticeship.

As a Complaints Officer Apprentice, we’re seeking someone who can bring:

• A genuine interest in customer service and achieving positive outcomes for customers.
• Clear written and verbal communication skills, with the ability to communicate professionally and sensitively.
• Good organisational skills and attention to detail.
• A positive, collaborative approach and the ability to build effective working relationships.
• Basic Microsoft Office skills, a willingness to learn new systems and a commitment to completing the apprenticeship programme.

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.