Complaints Officer

Step into a rewarding 12-month fixed-term contract role offering a salary of £37,773, and the opportunity to make a real impact on tenant experience within a regulated housing environment based in Birmingham. This Customer Experience Officer position gives you the opportunity to manage end-to-end complaints, including both Stage 1 and Stage 2 cases, ensuring fair, timely, and compliant outcomes.

You’ll take ownership of complex and sensitive complaints, working closely with colleagues across the organisation to investigate issues, identify root causes, and drive meaningful service improvements.
You’ll be joining a committed team where complaints are valued as a key driver for learning and change, helping to improve services and tenant satisfaction.

In this position, you will:

• Manage a high-volume caseload of Stage 1 and Stage 2 complaints
• Conduct thorough investigations into escalated and complex cases
• Liaise with internal stakeh...