Customer Complaints Officer

Job Introduction
Are you passionate about putting customers first and making things right? Do you thrive on building trust, solving problems, and championing fairness? If so, Yorkshire Housing wants you to join our team as a **Customer Complaints Officer**.

**What you’ll be doing**

As our Customer Complaints Officer, you’ll be the dedicated point of contact for customers who’ve raised formal complaints. You’ll listen, empathise, and work proactively to resolve issues, always keeping the customer’s individual circumstances at the heart of every solution. You’ll manage conflict with professionalism, rebuild trust, and ensure every complaint is handled fairly and in line with our Complaints and Compliments Policy.

You’ll own the process from start to finish—making sure actions are followed through, customers are kept up to date, and outcomes are clear, proportionate, and delivered with Yorkshire Housing’s signature tone of voice. You’ll also analyse feedback and share learning themes to help us continually improve our services. Above all, you’ll demonstrate resilience—staying calm and focused under pressure, adapting to unexpected challenges, and maintaining a positive, solution-driven approach to deliver the best outcomes for our customers.

**What you’ll bring**

- A genuine passion for putting customers first. Always ready to listen, empathise, and do the right thing.
- Top-notch communication skills, both written and verbal, with the ability to keep things clear, friendly, and in plain English.
- Confidence in handling complaints, investigating issues, and finding fair solutions, using your knowledge of best practice in social housing and the Housing Ombudsman’s Complaint Handling Code.
- The ability to build strong relationships and trust, whether you’re working independently or as part of a team.
- A creative, quick-thinking approach to solving problems and juggling priorities, with great attention to detail and a knack for meeting deadlines.
- Tech-savvy and comfortable using Microsoft products and data to get the job done.
- An understanding of safeguarding, equality, diversity, and inclusion—and a commitment to bringing these values into every interaction.
- Eagerness to learn, adapt, and grow with us.
- If you’ve got experience in social housing, working with the Housing Ombudsman, or tenant satisfaction measures, that’s a real bonus.

Check out the attached Role Profile for full details

**Why apply?**

Its’s more than a job—it’s a chance to support our customers with impact, grow your career, and help shape the future of Yorkshire Housing. We celebrate diversity and inclusion, and we want everyone to feel free to be themselves at work. If you’re ready to make a positive impact and have fun while you’re at it, we’d love to hear from you

This a full-time permanent opportunity with a salary of **£34,000** **per annum**, for a 35 hour week plus 26 days annual leave (rising annually to 31 days) plus Bank Holidays.

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.

Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

Find out more about our employment perks here

**Now you’re really interested?**

**The fine print**

FYI we’re planning on hosting assessments on 04.12 & 05.12 at our workplace in Leeds.