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Complaints Officer
Whitechapel
Up to £31,500
12-month FTC

Hyde is looking to recruit a Complaints Officer.

Hyde is a leading provider of affordable homes, dedicated to helping people access safe and high-quality housing. With a strong focus on community impact, we work to create sustainable, thriving neighbourhoods while supporting our customers build better futures.

As a Complaints Officer at Hyde you will be working within the Customer Resolution Team to assist in investigating and resolving customer complaints, ensuring high-quality service delivery and compliance with regulatory standards.

Responsibilities
• Investigate complaints thoroughly, reviewing documents and engaging with complainants and stakeholders.
• Draft and review high-quality complaint responses that clearly outline findings and proposed actions.
• Liaise with internal teams and external stakeholders to ensure complaint resolution and learning.
• Monitor complaint trends and provide reports and insights to management.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Support continuous service improvement by identifying root causes and recommending system changes.

Skills and Experience Required
• Experience managing customer complaints or complex casework in a housing or customer service setting.
• Excellent written and verbal communication skills, including letter writing and stakeholder engagement.
• Ability to manage sensitive issues with empathy, discretion, and sound judgment.
• Strong organisational and time-management skills with attention to detail.
• Confident using Microsoft Office and CRM systems to manage caseloads.
• Knowledge of the housing sector and relevant regulatory requirements.

Benefits
• A fantastic pension
• Life assurance
• Great holidays
• An award-winning flexible benefits package
• Volunteering days

At Hyde, diversity and inclusion are at the heart of everything we do. We are dedicated to fostering a culture where inclusivity is embedded in our ways of working, not just a standalone initiative. We believe that the best ideas and solutions arise from a rich mix of perspectives, backgrounds, and experiences. Our commitment is to create a workplace that reflects the diverse communities we serve, where everyone feels valued, respected, and proud to bring their authentic selves to work.

Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process.

We reserve the right to close this advert as soon as a suitable candidate has been identified