UP TO 37 (FLEXIBLE WORKING WELCOMED)

End Date
25/08/2025
Reference
V123/25
Are you looking for a new and challenging role that inspires change and service improvement? If you are curious, analytical and passionate about service improvement then read on.
A position has become available within the Customer Relations Team as a Complaints Officer.
This is an exciting time to join a passionate, ambitious team with a positive approach to complaint handling, get an insight into all services areas, support learning and make a real contribution to change. The role will provide the opportunity to bring new ideas and challenge our approaches, to drive continuous improvement and deliver the best possible customer experience.

HOW TO APPLY

• Read the job description, person specification and guidance notes below.
• Complete the supporting information form below with details of how you meet the person specification.
• We also encourage you to provide your CV if you have one but please remove any information that identifies you (e.g. your name and address).
• Email your supporting information form, and CV if you have one, to recruitment@vicohomes.co.uk before the closing date. Applications close at midnight on the date specified at the top of this page.

You will play a key role working with teams across the business to support complaint investigations and outcomes, whilst providing support to service managers and customers; carry out quality assurance of responses to complaints and drive learning from complaints.
You will ensure complaints are handled in a fair and proper manner, ensuring compliance in line with Housing Ombudsman Code. You will support customers and assist with the investigation process and structure of complaints, ensuring that customers feel heard, and their issues are dealt with.
You will also handle MP enquiries and enquiries that are addressed to the Chief Executive, ensuring responses are customer focused.