Complaints Officer

Profile insights
Here’s how the job qualifications align with your profile.
Skills

Customer service

Communication skills
 
Job details
Here’s how the job details align with your profile.
Pay

Up to £26,500 a year
Job type

Full-time
 
Location
London Bridge Station
 
Benefits
Pulled from the full job description
Company pension
 
Full job description
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.

We reserve the right to close this advert as soon as a suitable candidate has been identified.

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