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Job Post Details

Homes in Somerset logo

Complaint Resolution Specialist - job post

Homes in Somerset
Bridgwater TA6•Hybrid work
£37,280 - £39,862 a year - Permanent, Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Pay

  • £37,280 - £39,862 a year

Job type

  • Permanent
  • Full-time

Location

Bridgwater TA6•Hybrid work

Full job description

Complaint Resolution Specialist (FTC – 12 Months)

Homes in Somerset
£37,280 – £39,862 per annum
Full Time | Fixed Term Contract (12 Months)

Are you passionate about delivering excellent customer service and resolving complaints fairly and effectively?

Homes in Somerset is seeking a Complaint Resolution Specialist to lead on Stage 2 complaints and Housing Ombudsman investigations. You'll conduct thorough investigations, produce high-quality responses, identify learning opportunities and help drive service improvements across the organisation.

Key Responsibilities

  • Lead investigations into Stage 2 complaints and Housing Ombudsman cases.
  • Produce high-quality investigation reports and response letters.
  • Ensure complaints are managed fairly, consistently and within agreed timescales.
  • Identify trends, lessons learned and opportunities for service improvement.
  • Support managers in resolving customer concerns effectively.
  • Promote a positive complaint-handling culture focused on learning and continuous improvement.

About You

  • Experience investigating complaints, customer feedback or complex casework.
  • Excellent written and verbal communication skills.
  • Strong analytical, problem-solving and report-writing abilities.
  • The confidence to challenge constructively and influence positive change.
  • An understanding of customer service, housing, compliance or regulatory environments.
  • A commitment to delivering excellent outcomes for customers.

What you'll bring:

  • Experience investigating complex complaints or casework
  • Excellent communication and report-writing skills
  • Strong analytical and problem-solving abilities
  • A customer-focused approach and commitment to continuous improvement

This is a fantastic opportunity to make a real difference for customers while helping shape and improve services across Homes in Somerset.

Apply on our website – hurry, the closing date is Monday 27 July 2026

Pay: £37,280.00-£39,862.00 per year

Work Location: Hybrid remote in Bridgwater TA6

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