Customer Service Officer - Social Housing exp only

Customer Service Officer

Bristol (Hybrid – 2 days in the office)

21 hours per week, fixed term until end of January 2027

Work pattern to be agreed

Salary - £15.30 p.h

We are recruiting for a Customer Feedback Officer with proven experience in social housing to manage complaints and customer feedback within a busy customer experience team.

Key responsibilities:

• Manage complaints end-to-end, from initial receipt through to resolution and closure


• Handle enquiries from MPs, Councillors and the Housing Ombudsman


• Act as the main point of contact for customers, providing clear and timely updates


• Work with internal teams and contractors to investigate and resolve issues


• Identify trends in feedback and support service improvement


• Ensure all cases are managed in line with regulatory requirements and internal policies


• Maintain accurate records in line with data protection standards

Requirements:

• Essential: experience within social housing (housing association or local authority)


• Proven track record of handling complaints or complex casework


• Knowledge of Housing Ombudsman processes and complaint handling standards


• Strong written and verbal communication skills


• Ability to manage multiple cases and meet deadlines


• Experience working with internal and external stakeholders

This role requires a proactive and organised individual who can manage sensitive cases while maintaining a strong customer focus.

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