Complaints and Improvement Specialist £35,796 per annum + benefits The Maltings, Bath Hybrid Permanent Full Time 37 hours per week (minimum 3 office-based days) Your Housing Expertise. Our Standards. Fairer Outcomes for Customers. Resolving a complaint well takes more than a good letter. It takes judgement, calm and the confidence to hold people to a standard, from a Customer Advisor right up to our Chief Executive. Every complaint that comes into Curo lands with our team. Some you will own yourself, the complex, high-risk cases that need an expert hand. Most you will place with the right person in the business, coaching and supporting them to a fair resolution. Either way, you set the standard and you keep us on the right side of the Housing Ombudsman Code. And because complaints show us where we can do better, you will work with our complaints data analyst to turn those lessons into better ways of working for our customers. What you'll be doing Triaging every complaint that reaches Curo, completing a risk assessment and deciding whether each one is valid before allocating it across the business Coaching and supporting colleagues to manage their complaints well from start to finish, while personally owning the most complex and high-risk cases Acting as our subject matter expert on Housing Ombudsman regulations, advising teams and making sure our responses are accurate, well-evidenced and on time Liaising directly with the Housing Ombudsman Service, customers and colleagues at every level, from frontline advisors to our Executive team Running quality assurance and audits, monitoring performance and stepping in early where complaints risk falling short of standards Analysing complaint trends with our data analyst to find recurring themes, then recommending and helping to embed practical improvements Building a culture of learning, so that each complaint leaves our service stronger than it found it More about you You know housing complaints inside out, and you have handled complex, review-stage cases through to resolution. You are a confident communicator with the presence to chair a meeting, advise senior leaders and coach colleagues who are new to complaint handling. You think analytically, reading the story in complaints data and turning it into recommendations people act on. And above all, you care about getting things right for customers, seeing every complaint as a chance to learn. Essential: Experience of handling complex or review-stage complaints in housing, the Housing Ombudsman or a similar regulated environment In-depth knowledge of the Housing Ombudsman Code and how it applies in practice Ability to coach, advise and train colleagues at all levels Strong analytical skills, with the ability to draw insight from complaints data and recommend practical improvements Confident communication, with the ability to chair meetings and influence senior stakeholders Sound decision-making and the organisation to manage a varied caseload to deadline This role could suit someone ready to take the next step. If you have the housing complaints knowledge and the potential to grow into the wider remit, we'd encourage you to apply. What you'll get in return Beyond a salary of £35,796 and the chance to make a real difference every day, you'll get: 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days in office, 2 days at home) Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your own wellbeing About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at
Jun 29, 2026
Full time
Complaints and Improvement Specialist £35,796 per annum + benefits The Maltings, Bath Hybrid Permanent Full Time 37 hours per week (minimum 3 office-based days) Your Housing Expertise. Our Standards. Fairer Outcomes for Customers. Resolving a complaint well takes more than a good letter. It takes judgement, calm and the confidence to hold people to a standard, from a Customer Advisor right up to our Chief Executive. Every complaint that comes into Curo lands with our team. Some you will own yourself, the complex, high-risk cases that need an expert hand. Most you will place with the right person in the business, coaching and supporting them to a fair resolution. Either way, you set the standard and you keep us on the right side of the Housing Ombudsman Code. And because complaints show us where we can do better, you will work with our complaints data analyst to turn those lessons into better ways of working for our customers. What you'll be doing Triaging every complaint that reaches Curo, completing a risk assessment and deciding whether each one is valid before allocating it across the business Coaching and supporting colleagues to manage their complaints well from start to finish, while personally owning the most complex and high-risk cases Acting as our subject matter expert on Housing Ombudsman regulations, advising teams and making sure our responses are accurate, well-evidenced and on time Liaising directly with the Housing Ombudsman Service, customers and colleagues at every level, from frontline advisors to our Executive team Running quality assurance and audits, monitoring performance and stepping in early where complaints risk falling short of standards Analysing complaint trends with our data analyst to find recurring themes, then recommending and helping to embed practical improvements Building a culture of learning, so that each complaint leaves our service stronger than it found it More about you You know housing complaints inside out, and you have handled complex, review-stage cases through to resolution. You are a confident communicator with the presence to chair a meeting, advise senior leaders and coach colleagues who are new to complaint handling. You think analytically, reading the story in complaints data and turning it into recommendations people act on. And above all, you care about getting things right for customers, seeing every complaint as a chance to learn. Essential: Experience of handling complex or review-stage complaints in housing, the Housing Ombudsman or a similar regulated environment In-depth knowledge of the Housing Ombudsman Code and how it applies in practice Ability to coach, advise and train colleagues at all levels Strong analytical skills, with the ability to draw insight from complaints data and recommend practical improvements Confident communication, with the ability to chair meetings and influence senior stakeholders Sound decision-making and the organisation to manage a varied caseload to deadline This role could suit someone ready to take the next step. If you have the housing complaints knowledge and the potential to grow into the wider remit, we'd encourage you to apply. What you'll get in return Beyond a salary of £35,796 and the chance to make a real difference every day, you'll get: 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days in office, 2 days at home) Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your own wellbeing About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at
Contract Administrator £25,878 rising to £28,961 on completion of milestones during probation Bath Full Time Permanent 37 hours per week Hybrid Your Organised Approach. Our Contractors. Great Residents' Experience. At Curo, our Contract Business Partners need excellent administrative support to manage their contractor relationships effectively. Our Contract Administrators make this happen - often by picking up the phone and having those important conversations that keep everything moving smoothly. Working as part of our Property Operations Department, you'll call contractors about work orders, phone residents to confirm appointments, and chase up invoices that don't match what was agreed. You'll support contract meetings, track performance data, and help resolve problems by speaking directly with contractors and customers who need assistance. If you thrive on organisation, enjoy building relationships through phone conversations, and love providing excellent administrative support that enables others to succeed, this role could take your career to the next level. What you'll be doing Calling contractors to coordinate appointments and manage work schedules Phoning customers to confirm appointments and keep them informed throughout the process Supporting contract meetings by preparing agendas, taking minutes, and tracking actions Monitoring contractor performance data and reporting issues to Contract Business Partners Calling suppliers about invoices and ensuring value for money Ordering goods and services in line with Curo's strategies Maintaining accurate records of certificates and contract documentation Handling customer queries, concerns, and complaints about contractor work - often by phone Speaking directly with customers to resolve issues when contractors are working in their homes Making outbound calls to follow up on completed work and gather feedback What you'll get in return Beyond a salary of £25,878 and the chance to make a real difference every day, you'll get: A salary increase to £28,961 on successful completion of key milestones during your probationary period 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days office, 2 days home) Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your own wellbeing More about you We're looking for someone who excels at administrative support and enjoys being part of a busy, collaborative team. You're naturally organised, confident on the phone, and take pride in providing the accurate information and support that helps your colleagues succeed. Essential: Experience in customer service or coordination roles with strong problem-solving skills Excellent communication skills and genuine confidence making outbound calls to contractors, suppliers, and customers regularly Comfort with phone-based customer service - you enjoy having conversations that resolve problems and build relationships Ability to handle queries, concerns, and complaints with empathy, especially when supporting vulnerable customers Strong decision-making skills with willingness to seek advice when needed, and excellent attention to detail Flexibility and adaptability - you support colleagues, adapt to changing priorities, and work well in teams Good IT skills with Excel and ability to learn new systems quickly while meeting deadlines We value transferable skills from various backgrounds. Whether you've worked in customer service, call centres, administration, or team coordination, your phone skills and organised approach could be perfect. About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone-if you need any adjustments to help you apply or interview, please contact our recruitment team at
Jun 29, 2026
Full time
Contract Administrator £25,878 rising to £28,961 on completion of milestones during probation Bath Full Time Permanent 37 hours per week Hybrid Your Organised Approach. Our Contractors. Great Residents' Experience. At Curo, our Contract Business Partners need excellent administrative support to manage their contractor relationships effectively. Our Contract Administrators make this happen - often by picking up the phone and having those important conversations that keep everything moving smoothly. Working as part of our Property Operations Department, you'll call contractors about work orders, phone residents to confirm appointments, and chase up invoices that don't match what was agreed. You'll support contract meetings, track performance data, and help resolve problems by speaking directly with contractors and customers who need assistance. If you thrive on organisation, enjoy building relationships through phone conversations, and love providing excellent administrative support that enables others to succeed, this role could take your career to the next level. What you'll be doing Calling contractors to coordinate appointments and manage work schedules Phoning customers to confirm appointments and keep them informed throughout the process Supporting contract meetings by preparing agendas, taking minutes, and tracking actions Monitoring contractor performance data and reporting issues to Contract Business Partners Calling suppliers about invoices and ensuring value for money Ordering goods and services in line with Curo's strategies Maintaining accurate records of certificates and contract documentation Handling customer queries, concerns, and complaints about contractor work - often by phone Speaking directly with customers to resolve issues when contractors are working in their homes Making outbound calls to follow up on completed work and gather feedback What you'll get in return Beyond a salary of £25,878 and the chance to make a real difference every day, you'll get: A salary increase to £28,961 on successful completion of key milestones during your probationary period 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days office, 2 days home) Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your own wellbeing More about you We're looking for someone who excels at administrative support and enjoys being part of a busy, collaborative team. You're naturally organised, confident on the phone, and take pride in providing the accurate information and support that helps your colleagues succeed. Essential: Experience in customer service or coordination roles with strong problem-solving skills Excellent communication skills and genuine confidence making outbound calls to contractors, suppliers, and customers regularly Comfort with phone-based customer service - you enjoy having conversations that resolve problems and build relationships Ability to handle queries, concerns, and complaints with empathy, especially when supporting vulnerable customers Strong decision-making skills with willingness to seek advice when needed, and excellent attention to detail Flexibility and adaptability - you support colleagues, adapt to changing priorities, and work well in teams Good IT skills with Excel and ability to learn new systems quickly while meeting deadlines We value transferable skills from various backgrounds. Whether you've worked in customer service, call centres, administration, or team coordination, your phone skills and organised approach could be perfect. About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone-if you need any adjustments to help you apply or interview, please contact our recruitment team at
Customer Service Advisor £26,265 - £29,829 on completion of milestones during probation Bath Full Time Permanent 37 hours per week Your Voice. Our Values. Connected Communities. At Curo, we take pride in being the first point of contact for our residents and the wider community. Our Customer Service Advisors are the voice of Curo - and we need people who care about making every interaction count. This dynamic role puts you at the heart of our organisation. Working as part of our supportive contact centre team, you'll handle a diverse range of enquiries across multiple channels, helping resolve issues and making a real difference to people's lives every day. You'll connect with our residents, contractors, and sometimes the wider public, providing solutions and support when they need it most. Many of our customers contact us during challenging times in their lives, so your empathy and understanding will be crucial in helping them navigate their housing needs. And you'll do it Monday to Friday, with no evenings or weekends. What you'll be doing Answering inbound calls, WhatsApp messages, texts, emails, and social media enquiries Handling and resolving customer queries at the first point of contact wherever possible Using multiple systems simultaneously to find information and update records Managing challenging situations with empathy and professionalism Providing advice and guidance on a wide range of housing-related matters Directing complex queries to the appropriate teams when necessary Working in a fast-paced environment where no two days truly are not the same What you'll get in return A salary increase to £29,829 on successful completion of key milestones during your probationary period 26 days annual leave per year (plus bank holidays), increasing to 29 days Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days office, 2 days home) after a minimum of 3-months in post Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your wellbeing Access to many different career and development opportunities across Curo, once you have been in post for 18-months. More about you We value transferable skills from various backgrounds - whether you've worked in retail, hospitality, call centres or other customer-facing roles, your experience could be perfect for this position. Essential: Experience in a customer service environment with proven problem-solving skills Strong communication skills - both verbal and written Ability to multitask and manage your time effectively Resilience and patience when dealing with challenging situations Computer literacy and ability to learn and use multiple new systems quickly Ability to remain calm under pressure Desirable: Experience working in a contact centre or housing environment Knowledge of social housing or related sectors Your working pattern Monday to Friday - no evenings, no weekends. About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone if you need any adjustments to help you apply or interview, please contact our recruitment team at
Jun 27, 2026
Full time
Customer Service Advisor £26,265 - £29,829 on completion of milestones during probation Bath Full Time Permanent 37 hours per week Your Voice. Our Values. Connected Communities. At Curo, we take pride in being the first point of contact for our residents and the wider community. Our Customer Service Advisors are the voice of Curo - and we need people who care about making every interaction count. This dynamic role puts you at the heart of our organisation. Working as part of our supportive contact centre team, you'll handle a diverse range of enquiries across multiple channels, helping resolve issues and making a real difference to people's lives every day. You'll connect with our residents, contractors, and sometimes the wider public, providing solutions and support when they need it most. Many of our customers contact us during challenging times in their lives, so your empathy and understanding will be crucial in helping them navigate their housing needs. And you'll do it Monday to Friday, with no evenings or weekends. What you'll be doing Answering inbound calls, WhatsApp messages, texts, emails, and social media enquiries Handling and resolving customer queries at the first point of contact wherever possible Using multiple systems simultaneously to find information and update records Managing challenging situations with empathy and professionalism Providing advice and guidance on a wide range of housing-related matters Directing complex queries to the appropriate teams when necessary Working in a fast-paced environment where no two days truly are not the same What you'll get in return A salary increase to £29,829 on successful completion of key milestones during your probationary period 26 days annual leave per year (plus bank holidays), increasing to 29 days Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days office, 2 days home) after a minimum of 3-months in post Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your wellbeing Access to many different career and development opportunities across Curo, once you have been in post for 18-months. More about you We value transferable skills from various backgrounds - whether you've worked in retail, hospitality, call centres or other customer-facing roles, your experience could be perfect for this position. Essential: Experience in a customer service environment with proven problem-solving skills Strong communication skills - both verbal and written Ability to multitask and manage your time effectively Resilience and patience when dealing with challenging situations Computer literacy and ability to learn and use multiple new systems quickly Ability to remain calm under pressure Desirable: Experience working in a contact centre or housing environment Knowledge of social housing or related sectors Your working pattern Monday to Friday - no evenings, no weekends. About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone if you need any adjustments to help you apply or interview, please contact our recruitment team at