Job Description

Customer Service Officer

Bristol (Hybrid - 2 days in the office)

21 hours per week, fixed term until end of January 2027

Work pattern to be agreed

Salary - £15.30 p.h

We are recruiting for a Customer Feedback Officer with proven experience in social housing to manage complaints and customer feedback within a busy customer experience team.

Key responsibilities:

• Manage complaints end-to-end, from initial receipt through to resolution and closure
• Handle enquiries from MPs, Councillors and the Housing Ombudsman
• Act as the main point of contact for customers, providing clear and timely updates
• Work with internal teams and contractors to investigate and resolve issues
• Identify trends in feedback and support service improvement
• Ensure all cases are managed in line with regulatory requirements and internal policies
• Maintain accurate records in line with data protection standards

Requirements:

• Experience of managing complaints from receipt through to resolution, ensuring a fair, thorough and customer-focused approach.
• Good understanding of complaint handling processes, including the ability to assess, investigate and respond to complaints effectively.
• Ability to manage priorities, follow policy timescales and meet statutory deadlines
• Strong case management skills, with experience of maintaining accurate records and tracking actions
• Knowledge and understanding of the Housing Ombudsman Complaint Handling Code and its application in complaint investigations and responses.
• Excellent written communication skills, with the ability to produce clear, concise, and well-reasoned complaint response letters

This role requires a proactive and organised individual who can manage sensitive cases while maintaining a strong customer focus.

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