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Vivid Resourcing Logo Vivid Resourcing · Customer Service

Complaints Officer

United Kingdom, West Midlands · Job Posted June 15, 2026
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Job Description

Take ownership of complaints and enquiries from start to resolution, ensuring timely, fair, and customer-focused outcomes. Coordinate investigations, gather evidence, and produce clear, consistent responses aligned with regulatory and best practice standards. Monitor contractor and service performance against KPIs, presenting insights through reports and dashboards. Analyze customer feedback and complaints data to identify trends and recommend service improvements. Engage with residents through follow-ups, surveys, and events to improve service delivery and satisfaction. Work collaboratively with internal teams to resolve issues early and prevent escalation. Support leaseholder engagement and communication regarding works and services.

Job Responsibility

  • Take ownership of complaints and enquiries from start to resolution, ensuring timely, fair, and customer-focused outcomes
  • Coordinate investigations, gather evidence, and produce clear, consistent responses aligned with regulatory and best practice standards
  • Monitor contractor and service performance against KPIs, presenting insights through reports and dashboards
  • Analyze customer feedback and complaints data to identify trends and recommend service improvements
  • Engage with residents through follow-ups, surveys, and events to improve service delivery and satisfaction
  • Work collaboratively with internal teams to resolve issues early and prevent escalation
  • Support leaseholder engagement and communication regarding works and services

Requirements

  • Experience handling complaints or customer dissatisfaction in a complex service environment
  • Strong communication and conflict resolution skills, with the ability to manage sensitive situations effectively
  • Ability to analyse and interpret data to drive service improvements
  • Experience producing reports, dashboards, or performance insights
  • Strong organisational skills with the ability to manage multiple priorities
  • Proficiency in Microsoft Office and data systems
  • Experience in housing, property, or public sector services
  • Knowledge of complaint handling standards or regulatory frameworks

Nice to have

  • Experience in housing, property, or public sector services
  • Knowledge of complaint handling standards or regulatory frameworks
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