Complaints Officer

Are you an organised and customer-focused professional with experience handling complaints or resolving customer issues?

We're looking for a Complaints Officer to provide a professional and customer-focused complaints service. You'll ensure customers receive clear, fair outcomes while using feedback and learning to help improve services across Cornwall Housing.

About the role

The Complaints Officer plays an important role in delivering a professional, customer-focused complaints service, ensuring residents receive timely, fair and effective resolutions while helping Cornwall Housing learn and improve from customer feedback.

In this role you will:

· Manage Stage 1 complaints from acknowledgement through to response.

· Act as a key point of contact for customers throughout the complaints journey.

· Gather information and evidence from colleagues to support investigations.

· Prepare clear, balanced and high-quality complaint responses.

· Coordinate responses to enquiries from MPs and Councillors.

· Monitor case progress and ensure deadlines are achieved.

· Maintain accurate complaint records and case management information.

· Work collaboratively with teams across Cornwall Housing to resolve issues.

· Identify themes and trends from complaints to support service improvement.

· Champion the customer voice and promote a positive learning culture.

About you

To be successful, you’ll be/have:

· A recognised Customer Service qualification (NVQ Level 4) or equivalent relevant experience.

· Knowledge, understanding and experience of complaints management.

· Strong written and verbal communication skills, including drafting professional correspondence.

· Excellent organisational skills with the ability to prioritise competing workloads and deadlines.

· Experience using Microsoft Office applications including Word, Excel, PowerPoint, Outlook and SharePoint.

· Experience using systems to manage, record and monitor information.

· Knowledge of the principles of Freedom of Information and Data Protection legislation.

· The ability to work independently, make sound decisions and use initiative.

· The ability to remain calm, professional and customer-focused in challenging situations.

· Empathy, patience and resilience when supporting customers.

· Ability to attend the office as required under the Cornwall Housing Balance working model.

To find out more about the role and requirements, please view the Role Profile (copy and paste this link into a new browser): https://www.cornwall.gov.uk/media/u2gjpwrq/000266-complaints\_officer\_rp\_oct-26.pdf

Why join Cornwall Housing?

Cornwall Housing is evolving to better meet the needs of the people and communities we serve. Our values of Collaboration, Honesty and Learning are central to this, helping us stay focused on doing the right things in the right way.

If you want to make a real impact, work positively with others and help shape better outcomes for local people, this could be the perfect next step. Join us to create safe homes in strong communities for one and all!

Our offer to you:

· A salary of £30,240 per year – with annual negotiations with recognised trade unions for cost-of-living salary increases.

· Local Government Pension Scheme (LGPS) – a defined benefit pension scheme based on your career average earnings, with the option to make additional voluntary contributions.

· Generous annual leave entitlement – 28 days plus bank holidays (rising to 31 days plus bank holidays after five years' continuous service), with the option to buy up to one additional week.

· Permanent, full-time employment (37 hours per week) – working from office, home, site and in the community as needed. Based at Chy Trevail, Bodmin, and a typical expectation of 2 office days per week.

· A supportive senior leadership team – that listens, values ideas and encourages creative thinking.

· Ongoing continuous learning and development – supporting your professional growth and career development.

· Employee discounts and wellbeing benefits – including access to discounts on entertainment, shopping, wellbeing and travel through our employee benefits portal.

Safeguarding

We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a Basic DBS check. You will be asked to complete the relevant DBS check to be successfully appointed to the role.

To apply

It’s really easy to apply for our roles – create a candidate profile, answer the screening questions and upload a CV and covering letter/statement.

The planned closing date for applications is Sunday 25th October (midnight). However, we reserve the right to close the vacancy early if sufficient applications are received. So we recommend that you please submit your application early.

Interviews are planned for Wednesday 4th November and the morning of Thursday 5th November. This will be an in-person interview at Chy Trevail, Bodmin, PL31 2FR.

We are a Disability Confident Committed employer and aim to interview disabled applicants who meet the essential requirements of the role. Where application numbers are high, we may invite those who best meet these requirements. We will also work with you to put reasonable adjustments in place where possible. We are also a Healthy Cornwall award winner, which recognises our commitment and contribution to creating a Healthy Workplace

Contact us

If you’d like to have a discussion about the role, please feel free to contact us at [email protected] or 01872 324 329

Thank you for your interest in supporting our important work at Cornwall Housing, delivering safe homes in strong communities for one and all!

Redeployees – Cornwall Housing, Cornwall Council and the Corserv Group are associated employers. We have reciprocal arrangements agreed for redeployment. If you are a Cornwall Housing, Cornwall Council or Corserv Group employee with redeployment status confirmed by HR (for example, confirmed at risk of redundancy or dismissal due to disability-related ill health), once you have applied please email us at [email protected] to let us know that you are applying as a redeployee.

Recruitment Agencies – we are not currently seeking agency support with this vacancy, thank you. Please view our information for recruitment agencies here: https://www.cornwallhousing.org.uk/jobs/recruitment-agencies/

INDCHL

Pay: Up to £30,240.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking
• Sick pay
• Work from home

Application question(s):

• This is an in-person role requiring regular attendance at Bodmin PL31 2FR and other locations, sometimes at short notice. Recruitment, including pre-employment checks and onboarding, is typically completed within 1-2 months of application. Please explain clearly and realistically how you will meet these requirements from your first day of employment, including (where relevant) commuting arrangements, relocation plans, interim arrangements and relevant timescales. This response will be used to assess suitability for shortlisting.
• To be successful in this role, you'll need:
• Experience of complaints management.
• Strong written and verbal communication skills.
• Excellent organisational skills and the ability to manage competing priorities.
• Experience using Microsoft Office and information management systems.
• Knowledge of Data Protection and Freedom of Information principles.
• Ability to work independently and exercise sound judgement.
• A customer-focused approach with empathy, patience and professionalism.

Please explain how you meet the criteria above, using relevant examples, and demonstrate your interest in this role and Cornwall Housing. This will form part of the shortlisting process.

• We are a Disability Confident Committed employer and aim to interview disabled applicants who demonstrate that they meet the essential requirements of the role. Where application numbers are high, we may need to invite those who best meet these requirements. We will also work with you to put reasonable adjustments in place where possible. Do you consider yourself eligible for consideration under the Disability Confident scheme? If yes, please let us know any specific requirements needed to enable your participation and/or attendance during the selection process (including if you are unable to evacuate a building unaided, for example during a fire emergency):

Licence/Certification:

• background in a complaints management & handling (required)
• Level 4+ Customer Service qualification or equiv experience (required)
• knowledge of Microsoft Office applications inc word, excel (required)
• understanding of Data Protection and FOI requirements (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Bodmin PL31 2FR