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Complaints Officer

2 weeks ago

London Bridge Station, United Kingdom The Hyde Group Full time

**Complaints Officer - First Response**

**Chichester or Park Street**

**Up to £26,500**

Hyde is looking to recruit a **Complaints Officer - First Response**.

Hyde is one of the UK’s leading and award-winning providers of affordable homes in London, the South-East and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple: by providing customers with a safe and decent home, it allows them to realise their potential, enjoy their environment and contribute to their community.

As a **Complaints Officer - First Response** at Hyde, you will be the first point of contact for customer complaints, working across teams to resolve issues quickly and professionally, ensuring our customers are kept informed throughout their complaint journey.

**Responsibilities**
- Manage a caseload of customer complaints, resolving issues promptly
- Be the first point of contact for customers, using a calm, professional tone
- Draft high-quality written responses in line with our tone of voice
- Liaise with internal teams to gather information and ensure resolution
- Escalate unresolved issues to managers where appropriate
- Identify trends and share feedback for service improvement

**Skills and Experience Required**
- Strong written communication and letter-writing skills
- Excellent customer service experience, ideally within utilities, NHS, finance, or housing
- Ability to manage multiple cases and prioritise effectively
- Confident using IT systems and working across departments
- Comfortable working 100% in-office during training and flexing to business needs

**Benefits**
- A fantastic pension
- Life assurance
- Great holidays
- An award-winning flexible benefits package
- Volunteering days

Diversity and inclusion are integral to the Hyde Group. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace that reflects our customer profile and where everyone is proud to be unique.

Hyde is a disability confident employer and we are here to support you with any reasonable adjustments you need throughout the recruitment process.