Customer Excellence Officer

**Complaints Officer**

First Choice Homes Oldham (FCHO) have an exciting opportunity for a **Complaints Officer** (Known internally as a Customer Experience Officer) to join our team and make a real difference to our customers and communities.

This is a full-time, hybrid role where you’ll split your time between home and our friendly and collaborative office in the centre of Oldham for a minimum of 3 days per week

**The Impact you’ll make**

In this vital role, you’ll be the first point of contact for customer complaints, ensuring that concerns are investigated thoroughly and resolved fairly, sensitively, and in line with our values. You’ll work closely with internal teams and external stakeholders to manage complaints in accordance with our policies and the standards set by the Housing Ombudsman.

**You will**:

- Act as the first point of contact for customer complaints, ensuring timely and empathetic engagement.
- Investigate complaints thoroughly and objectively, liaising with relevant teams to gather information and resolve issues.
- Draft clear, professional Stage 1 complaint responses that reflect a fair and balanced outcome.
- Make informed decisions on fair resolutions, considering both customer experience and regulatory requirements.
- Champion fairness and transparency in complaint handling, ensuring customers feel heard and respected.
- Maintain accurate records and ensure all complaints are managed in line with FCHO’s policies and the Housing Ombudsman’s Complaint Handling Code.
- Identify learning opportunities from complaints and contribute to service improvements across the organisation.
- Support a culture of inclusion, wellbeing, and continuous improvement.

You’re customer-focused, empathetic and confident handling complaints with professionalism and care. Though a Housing background is not essential, you will be able to write clear, well-reasoned Stage 1 responses and demonstrate awareness of regulatory requirements, including the Housing Ombudsman’s Complaint Handling Code and the Regulator of Social Housing’s guidance. You’re comfortable engaging with internal and external customers face-to-face, over the phone and in writing, and you’re committed to championing fairness, transparency and continuous improvement in how complaints are managed.

**What's in it for you?**

We offer a fantastic range of benefits designed to support your wellbeing, work-life balance and career development:

- A salary of £30,063 per annum
- 6-month Fixed-term contract
- A 37-hour working week with hybrid working options (3 days in office minimum)
- 30 days’ annual leave, plus one shut-down day and 8 bank holidays (pro-rated for part-time); option to purchase additional leave
- Defined contribution pension scheme with up to 10% employer contribution and a pension salary exchange scheme (for eligible colleagues)
- Death in service benefit
- Automatic enrolment into a healthcare cash plan (dental, optical, physiotherapy, prescriptions and more)
- Automatic enrolment into private health insurance
- Access to an Employee Assistance Programme (EAP) offering 24-hour confidential support for personal and work-related issues
- Doctorline - 24/7 worldwide GP helpline for you, your partner and your children
- Access to our colleague benefits platform with discounts on hundreds of high street brands, plus wellbeing education and tools
- Discounted gym membership
- Professional subscriptions paid where essential to the role
- Enhanced maternity, paternity, adoption and sick pay
- Access to an on-site wellbeing room and on-site café
- Long Service Awards

**Interested?**

If you meet the criteria for the role and want to play a key role in delivering a fair and responsive service to our customers, we’d love to hear from you.

We reserve the right to close this vacancy at any time.

We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience easier, please let us know & we’ll do all we can.