Complaints Officer

Job Title: Complaints Officer
Type: Temporary
Location: Bristol
Salary: FTE salary of £30,015
Hours: Full Time

BRC are working closely with a leading housing organisation to recruit a Customer Feedback Officer with a focus on Stage 2 complaints. This is a fantastic opportunity to join a customer-focused organisation committed to delivering high-quality housing services and continuous improvement.

This role involves managing the end-to-end Stage 2 complaints process, ensuring all customer feedback is handled fairly, efficiently and in line with regulatory requirements. You will act as the key point of contact for customers, stakeholders and external bodies, ensuring a high standard of service and resolution.

Duties:

• Manage and investigate Stage 2 complaints from receipt through to resolution
• Liaise with customers, providing updates and ensuring they feel heard and supported
• Work collaboratively with internal teams, contractors and stakeholders to resolve issues
• Handle enquiries from MPs, Councillors and the Housing Ombudsman
• Gather evidence and prepare detailed reports on complaint outcomes
• Identify trends, lessons learned and contribute to service improvements
• Ensure all cases are handled in line with policies, procedures and regulatory standards
• Maintain accurate records and ensure GDPR compliance
• Promote a culture of learning from customer feedback across the organisation

Requirements:

• Experience in complaints handling, ideally within housing or a regulated environment
• Strong customer service background with experience managing complex cases
• Excellent communication and interpersonal skills
• Ability to manage sensitive situations with empathy and professionalism
• Strong organisational skills and ability to meet deadlines
• Experience working with data systems and maintaining accurate records
• Ability to work both independently and collaboratively

For more information, please call Meg Smith on (phone number removed) or (phone number removed).

To apply, please submit your CV outlining your relevant experience and qualifications.

We will be reviewing applications on an ongoing basis until the position is filled.