Customer Service Officer - Social Housing exp only

Customer Service Officer Bristol (Hybrid – 2 days in the office) 21 hours per week, fixed term until end of January 2027 Work pattern to be agreed Salary - £15.30 p.h We are recruiting for a Customer Feedback Officer with proven experience in social housing to manage complaints and customer feedback within a busy customer experience team. Key responsibilities: • Manage complaints end-to-end, from initial receipt through to resolution and closure • Handle enquiries from MPs, Councillors and the Housing Ombudsman • Act as the main point of contact for customers, providing clear and timely updates • Work with internal teams and contractors to investigate and resolve issues • Identify trends in feedback and support service improvement • Ensure all cases are managed in line with regulatory requirements and internal policies • Maintain accurate records in line with data protection standards Requirements: • Experience of managing complaints from receipt through to resolution, ensuring a fair, thorough and customer-focused approach. • Good understanding of complaint handling processes, including the ability to assess, investigate and respond to complaints effectively. • Ability to manage priorities, follow policy timescales and meet statutory deadlines • Strong case management skills, with experience of maintaining accurate records and tracking actions • Knowledge and understanding of the Housing Ombudsman Complaint Handling Code and its application in complaint investigations and responses. • Excellent written communication skills, with the ability to produce clear, concise, and well-reasoned complaint response letters This role requires a proactive and organised individual who can manage sensitive cases while maintaining a strong customer focus. To apply for this brand-new job, click "apply" and send your cv to