We're looking for an experienced Customer Complaints Specialist to join our team and play a vital role in ensuring our customers receive fair, timely, and effective complaint resolution. This is an exciting opportunity for someone who thrives in a customer-focused environment, enjoys investigating complex cases, and is committed to improving services through insight and continuous improvement.

Reporting to the Customer Complaints Team Leader, you'll manage a varied caseload of complaints, working closely with customers and colleagues across the organisation to identify solutions, drive service improvements, and maintain compliance with regulatory requirements

Location: Remote with some office attendance if required

London based salary: £16.16 PAYE - £20.47 Umbrella

National based salary: £14.79 PAYE - £18.70 Umbrella

Contract: 3 months initially

What you'll be doing

As a Customer Complaints Specialist, you will:

• Manage and resolve customer complaints and escalated enquiries in line with company policies, regulatory requirements, and best practice standards.
• Deliver empathetic, professional, and customer-focused support while handling difficult and sensitive conversations.
• Investigate complex complaint cases, gathering evidence and liaising with internal stakeholders to achieve fair and prompt resolutions.
• Act as a key point of contact for customers, providing regular updates and building positive relationships throughout the complaint journey.
• Conduct root cause analysis to identify trends, recurring issues, and opportunities for service improvement.
• Complete detailed investigations and operational risk assessments to support effective complaint resolution.
• Maintain accurate records within CRM systems and ensure all customer interactions are documented appropriately.
• Collaborate across departments to influence outcomes and drive improvements to processes, services, and customer experience.
• Ensure compliance with relevant regulations, including the Housing Ombudsman Complaint Handling Code and consumer standards.
• Contribute to continuous improvement activities by sharing insights and helping to develop more effective ways of working.

About you

We're looking for someone who combines strong investigative skills with a genuine commitment to customer service.

Essential experience and skills

• Experience managing and resolving complaints within a regulated environment, ideally within housing or a customer-focused sector.
• Excellent communication skills, both written and verbal, with the ability to handle challenging conversations professionally and empathetically.
• Strong investigative and problem-solving abilities, with experience identifying root causes and delivering effective resolutions.
• Exceptional organisational skills and the ability to manage a high-volume caseload while maintaining attention to detail.
• Experience using CRM systems and understanding of data protection requirements.
• Demonstrable experience producing high-quality written responses and customer communications.

Desirable

• Experience handling complex complaint investigations involving Ombudsman services or regulatory bodies, particularly within housing.
• Knowledge of housing sector regulations, complaint handling frameworks, and customer service best practices.