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Job Introduction

Complaint Handling Officer

Fixed term – 10 months

Part Time – 28 hours per week

About us:

Solihull Community Housing provides homes and support services for over 10,000 customers in the Solihull Borough. Our Customer Contact Centre provides a high-quality service to all our customers dealing with a wide range of queries including repairs, rent accounts, housing management and homelessness. It’s an exciting time to join us as we have created a new Complaints team, do you have a positive approach, outstanding customer service skills and an ability to investigate and respond to complex matters?

Solihull Community Housing prides itself on offering excellent service and listening to customer feedback to drive service improvement.

The Role

We are looking for an exceptional person to work with us in our Complaints Team as a Complaints Handling Officer. As part of a newly formed complaints team, you will take the lead in handling Stage 1 complaints, supporting customers and collaborating with colleagues to resolve complaints. Working with passion and excellent communication skills you will investigate in line with the Ombudsman code and deliver effective outcomes to customers. You will report to the Complaints Resolution Manager and work closely with them to identify all learning from complaints and share findings with business to drive Service Improvement.

The ideal candidate will possess excellent communication and problem-solving skills, with a strong ability to remain calm under pressure while ensuring compliance with company policies and regulatory requirements. You will need to foster and nourish a positive complaints culture, be proactive and customer focused throughout every step of the process.

Key requirements

Excellent customer service skills

Excellent letter writing skills

Ability to review evidence and summarise findings

Knowledge of the Housing Ombudsman Code

Focused and self-motivated to achieve demanding deadlines

To apply, please click on the link below. If you have a specific question or require further information regarding this post, please contact Louise Adams, Complaint Resolution Manager, on 0121 717 1554.

Please note we do not accept CVs.

The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is required.

Solihull Community Housing is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees - a place where we can all be ourselves and succeed on merit.

Solihull Community Housing is committed to safeguarding and protecting children, young people and adults at risk and to promoting their welfare and requires all employees and volunteers share this commitment.