Complaints Resolutions Officer

Do you have a passion for delivering fair outcomes and ensuring customers feel heard? Join us in this fixed-term role until the end of July 2027 and play a key role in shaping how we respond to feedback and improve our services., As a Complaint Resolution Officer, you'll play a vital role in delivering a high-quality, customer-focused complaints service-ensuring customers feel listened to, understood, and supported throughout the process.

You'll investigate complaints, work collaboratively with colleagues across the organisation, and produce clear, fair and timely responses that help resolve issues and build trust with our customers.

Alongside resolving individual cases, you'll use feedback and insight to help identify trends, root causes, and opportunities to improve customer experience., Managing complaints end-to-end, ensuring responses are accurate, empathetic and delivered within agreed timescales
Liaising with customers and colleagues to investigate issues and agree appropriate outcomes
Producing clear, well-structured written responses to complaints and enquiries
Supporting compliance with the Housing Ombudsman Complaint Handling Code and internal policies
Monitoring actions and ensuring follow-up activity is completed
Analysing complaint trends and contributing to service improvements
Supporting senior colleagues with Stage 2 complaint reviews and quality assurance
Maintaining accurate records and managing correspondence through shared systems

You'll bring strong customer service experience, excellent communication skills, and the ability to manage sensitive situations with professionalism and care.

Essential:

Experience in customer service and/or complaint handling
Excellent written communication skills, with the ability to produce clear and concise responses
Strong organisational skills and ability to manage competing priorities
Ability to remain calm and resilient in a fast-paced environment
Confidence using IT systems and Microsoft Office applications
Strong interpersonal skills, with the ability to engage effectively with customers and colleagues
Ability to analyse information and use sound judgement to resolve issues

Desirable:

Experience working in a regulated environment (e.g. housing)
Experience of interpreting data and identifying trends
Experience working in a busy office environment

You'll also demonstrate a proactive, solutions-focused approach, with a strong commitment to delivering positive outcomes for customers.

Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do.

Working with our customers really does change people's lives and if you want to make a difference Plus Dane is the place to be!

We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow.

This is a fixed term contract role until end of July 2027 working 35 hours per week. The role can be based at either our Liverpool or Congleton office, with a requirement to be office-based for a minimum of two days per week.

You'll be generously rewarded with a competitive salary and a great benefits package, including 35 days' annual leave, plus bank holidays. This includes a 3-day Christmas closedown between Christmas and New Year and you have the option to buy up to 5 extra days annually.

You'll also benefit from a company pension scheme where we contribute 10%, and colleagues can contribute anything from 3% upwards. We're committed to our people's wellbeing supported by an excellent management team, wellbeing champions, and mental health first aiders.

We actively encourage personal development, with plenty of opportunities to progress your career and access ongoing training, including formal qualifications.

We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff to share this commitment.

If you need any adjustments to apply or attend an interview, please let us know.

If you're passionate about delivering excellent customer service, confident in handling challenging situations, and want to help shape how we learn from feedback and improve, we'd love to hear from you.