Customer Satisfaction Officer

Salary

PERMANENT, 37HRS, FRWK 11, £27,355 - £29,690, FTE

Contractual hours

37

Basis

Full-Time

Region

Nottingham

Package

Life Assurance, Pension (up to 4%), Enhanced Maternity, Paternity and Adoption Benefits, Additional Annual Leave Purchase Scheme, Employee Assistance Programme, learning programmes tailored to suit different roles and services, Health Cash Plan

Date posted

30/10/2025

Job reference

REQ004204

CUSTOMER SATISFACTION OFFICER – VAL ROBERTS HOUSE, NOTTINGHAM, PERMANENT, 37HRS, FRWK 11, £27,355 - £29,690, FTE

• Would you like to play a part in assisting vulnerable people to make positive changes?
• Do you have the passion and drive to want to achieve the best for those who are most in need?
• Do you have passion and drive for excellence and teamwork, and would you love to work for a landlord who puts residents and the local community at the heart of what we do?

An exciting opportunity has arisen for 2 exceptional individuals to be part of Framework's Customer Satisfaction team. The postholders will manage a caseload of complaints through to resolution in line with the Housing Ombudsman's Complaint Handling Code (for housing related complaints) and Frameworks complaints procedures.

You would also support the work of the Customer Satisfaction Manager and create a positive complaint handling culture by:

• ensuring that relevant systems and records are accurate and up to date
• that residents and colleagues are effectively communicated with in relation to housing related complaints
• that timescales are tracked to ensure compliance with the Housing Ombudsman
• that timescales are tracked to ensure compliance with Frameworks non housing complaints Policy
• that internal systems are interrogated and data extracted so issues and trends are reported and learning identified

Ideally you will have experience of working with people from vulnerable groups, particularly in a complaint handling or customer service role. You need to be committed to delivering exceptional customer service and be able to demonstrate an understanding of the Housing Ombudsman's Complaint Handling Code. You must have excellent verbal and written communication skills, as well as an organised approach and the ability to confidently work with processes and systems.

You will be based at our head office in Nottingham with flexibility for some home working after the induction period. The details of this can be discussed further at interview and when the successful candidate is in post.

If you are an enthusiastic individual looking for a challenging, yet rewarding role, then please apply by sending your CV and a covering letter explaining why you feel you are the right person for this role with a reference to any relevant or necessary experience of complaints handling.

Why Join Us?

• We invest in you and encourage career progression – providing a full induction, e-learning and classroom training, management development pathways, fully-funded professional qualifications and more.
• Your wellbeing is important to us. We emphasise wellbeing in all our working environments and employ a Wellbeing Practitioner to support our staff.
• Employee assistance programme, salary sacrifice schemes.
• Stakeholder pension, enhanced maternity and paternity leave and paid sick leave.
• 32 days holiday including Bank Holidays – increasing with service.
• Paid DBS and Update Service.
• Loyalty awards and non-contributory life insurance.
• Equality and diversity is important to us: we welcome applicants from all backgrounds and cultures, and appreciate the variety of experience they provide. As one of Nottingham's few Disability Confident Leaders, we warmly encourage job applications from people with disabilities.

Framework supports all employees to achieve a better work/life balance. Should you wish us to consider flexible working or job share as part of your application please state this on your application in the supporting statement section.

98% of the workforce in a recent staff survey said they were proud to work for Framework.

Framework is an Equal Opportunities Employer. Registered charity No:

As a Disability Confident employer, we warmly encourage job applications from people with disabilities. Framework is committed to offering opportunities to people from diverse communities. If you have specific requirements or adjustments, please let us know if there is anything we can do to support your application.

As an organisation we do not offer sponsorship for overseas candidates as our roles do not come under the Shortage Occupancy List (SOL) for the scheme. Any non-UK citizen who wishes to apply for a role within Framework would need to be able to provide valid RTW in the UK without the need for support from us.