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
