Permanent, Full timeThe Complaints Resolution Officer is responsible for managing and resolving customer complaints in a timely, fair, and effective manner. This role involves investigating issues, liaising with internal teams, and ensuring that responses are aligned with regulatory standards and bpha’s commitment to excellent customer service. The officer will play a key role in identifying service improvements and promoting a culture of learning and accountability across the organisation.Key ResponsibilitiesInvestigate and resolve customer complaints in accordance with bpha’s policies and the Housing Ombudsman’s Complaint Handling Code.Draft clear, comprehensive, and empathetic complaint responses.Liaise with internal departments to gather information and ensure timely resolution of complaints.Maintain accurate records of complaints and outcomes.Identify trends and recurring issues to inform service improvements.Support the development and implementation of best practices in complaint handling.Provide feedback and training to staff on complaint resolution processes.Ensure compliance with data protection and confidentiality requirements.Represent bpha in external complaint investigations and reviews.RequirementsProven experience in complaint handling, customer service, or a related field.Strong written and verbal communication skills.Excellent analytical and problem-solving abilities.Ability to manage sensitive issues with discretion and professionalism.Knowledge of housing sector regulations and the Housing Ombudsman’s Complaint Handling CodeProficiency in Microsoft Office and case management systems.Ability to work independently and collaboratively across teams.Commitment to continuous improvement and customer satisfaction.INDMEDbpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.We are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership.We work together with communities – to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.We own or manage over 19,500 homes and over 500 staff.
