Complaints Resolution Officer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Permanent, Full time
The Complaints Resolution Officer is responsible for managing and resolving customer complaints in a timely, fair, and effective manner. This role involves investigating issues, liaising with internal teams, and ensuring that responses are aligned with regulatory standards and bpha’s commitment to excellent customer service. The officer will play a key role in identifying service improvements and promoting a culture of learning and accountability across the organisation.
Key Responsibilities
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Investigate and resolve customer complaints in accordance with bpha’s policies and the Housing Ombudsman’s Complaint Handling Code.
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Draft clear, comprehensive, and empathetic complaint responses.
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Liaise with internal departments to gather information and ensure timely resolution of complaints.
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Maintain accurate records of complaints and outcomes.
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Identify trends and recurring issues to inform service improvements.
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Support the development and implementation of best practices in complaint handling.
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Provide feedback and training to staff on complaint resolution processes.
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Ensure compliance with data protection and confidentiality requirements.
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Represent bpha in external complaint investigations and reviews.
Requirements
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Proven experience in complaint handling, customer service, or a related field.
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Strong written and verbal communication skills.
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Excellent analytical and problem-solving abilities.
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Ability to manage sensitive issues with discretion and professionalism.
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Knowledge of housing sector regulations and the Housing Ombudsman’s Complaint Handling Code
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Proficiency in Microsoft Office and case management systems.
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Ability to work independently and collaboratively across teams.
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Commitment to continuous improvement and customer satisfaction.
About us
bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.
We are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership.
We work together with communities – to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.
All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.
We own or manage over 19,500 homes and over 500 staff.
Our vision and values
To build communities where people can live happily in a home they can afford.
Our values underpin the work that we do and are ingrained in our culture at bpha. We are looking for people who can share these values and translate them into day-to-day practices for the benefit of our communities, customers and fellow colleagues. So that we can realise our vision, together.
We are ambitious
We are better together
We show empathy
We take responsibility
Benefits
We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard.
That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.
- Holiday entitlement of 28-33 days a year, plus public holidays
- Contributory pension scheme
- Competitive pay
- Life assurance cover
- Private healthcare
- Mental Health First Aid
- Counselling service
- Eye tests
- Discounted gym membership
- Cycle to Work scheme
- Free annual flu jabs
- Wellbeing activities and events
- Free fruit and refreshments
- Long service award
- Annual staff recognition awards
- Discretionary reward scheme
- Annual volunteering day
- Social events, clubs and activities
- Breakout areas
- Onsite cafe/restaurant at headquarters
- Opportunities for professional training and qualifications
- Workshops and training sessions for new skills
- A fresh and modern eLearning platform
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