Complaints Officer

Join a well established Housing Association as a Complaints Officer, in a fulfilling role that truly makes a difference to tenants’ lives. This Complaints Officer role offers the chance to manage and resolve complaints across housing services, helping ensure safe, quality homes and services that tenants can trust. The role operates within a regulated and supportive environment, providing consistent, meaningful work.

You’ll be delivering end-to-end case management of complaints that escalate beyond the informal stage, often dealing with sensitive and complex issues. This is a rewarding role for someone who values person-centred service, empathy, and proactive problem-solving, while collaborating across teams to improve services.

As a Complaints Officer, you will:

• Investigate and resolve complaints thoroughly, effectively, and in a timely manner.
• Maintain consistent and clear communication with tenants throughout the complaints process.
• Build relationships with internal stakeholders to gather information and identify root causes.
• Produce high-quality outcome letters and reports for tenants, outlining actions taken.
• Identify trends and recurring issues to support service improvements.

We’d love to hear from anyone who has:

• Essential: Experience working in housing, housing management, or tenancy services.
• Essential: Experience dealing with Housing Ombudsman processes, or at a minimum, complaints experience in a regulated environment such as finance, energy, or similar.
• Experience managing high-volume, end-to-end complaint cases (expect to manage 15–20 cases at different stages).
• Confidence liaising directly with tenants and collaborating with internal teams.
• Strong written and verbal communication skills, able to produce professional letters and reports.
• The ability to manage competing priorities and adapt to changing circumstances.

Key requirements for this role:

• Commitment to delivering a high-quality, tenant-focused service.
• Knowledge of housing services and regulatory standards is essential.
• Ability to work independently and as part of a team in a busy, regulated environment.

The role is offering the following benefits:

• Office-based with flexibility to work from home depending on business needs.
• A meaningful role where you’ll directly impact tenants’ satisfaction and wellbeing.
• A supportive, collaborative, and tenant-focused working environment.
• Opportunity to develop your career in housing and customer experience.

Travel & Location:

This role is based primarily at the housing association’s offices in Birmingham, with occasional travel across housing schemes as required. The location is well-connected by road and public transport, making travel straightforward.

If this Complaints Officer role sounds like your next opportunity, please apply now or contact Ryan at ryan.stewart@niyaapeople.co.uk