Complaints Officer

About the Role

We're working with a respected organisation within the housing and public services sector who are seeking a Complaints Officer to join their growing team.

In this role, you'll be responsible for managing and supporting the lifecycle of complaints, ensuring cases are handled efficiently, accurately, and with empathy. You'll liaise directly with complainants, landlords, and their representatives, keeping communication clear, professional, and timely throughout the process.

This is an excellent opportunity for someone with strong organisational skills and experience in complaints handling or customer service who's looking to join a professional, supportive, and mission-driven environment.

Key Responsibilities

• Respond to queries and complaints from customers and external stakeholders in line with service standards.

• Communicate effectively via email, letter, and phone to manage expectations and provide clear updates.

• Distribute cases and correspondence to caseworkers and ensure accurate updates are logged in the case management system.

• Maintain organised, accurate, and compliant records (both electronic and hard copy).

• Prepare case files and supporting documentation for investigations.

• Manage shared inboxes to ensure enquiries are prioritised and actioned efficiently.

• Provide general administrative and coordination support to the complaints and resolution teams.

• Manage your own workload effectively, working both independently and as part of a team.

About You

You'll be detail-oriented, customer-focused, and comfortable managing a varied workload in a fast-paced environment. You'll bring a calm, professional approach to handling sensitive cases and communicating with a range of stakeholders.

Essential Skills & Experience

• Previous experience in a complaints handling, customer service, or case management role.

• Strong written and verbal communication skills.

• Proficient in Microsoft Office (Word, Excel, PowerPoint).

• Experience using a CRM or case management system.

• Excellent organisational skills with strong attention to detail.

• Ability to work under pressure and to deadlines.

Desirable

• Knowledge of housing, dispute resolution, or complaints processes.

• Understanding of GDPR and data protection requirements.

What's on Offer

• Fully remote working (UK-based).

• Supportive, collaborative team environment

• The chance to make a genuine impact by helping resolve important customer issues.

If you're a proactive and empathetic communicator with experience in complaint handling and a passion for delivering excellent service, we'd love to hear from you.

Apply today to find out more.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.