Complaints Officer

Are you looking for a new and challenging role that inspires change and service improvement? If you are curious, analytical and passionate about service improvement then read on. 

A position has become available within the Customer Relations Team as a Complaints Officer.  

This is an exciting time to join a passionate, ambitious team with a positive approach to complaint handling, get an insight into all services areas, support learning and make a real contribution to change. The role will provide the opportunity to bring new ideas and challenge our approaches, to drive continuous improvement and deliver the best possible customer experience.     

What you’ll be doing

You will play a key role working with teams across the business to support complaint investigations and outcomes, whilst providing support to service managers and customers; carry out quality assurance of responses to complaints and drive learning from complaints.

You will ensure complaints are handled in a fair and proper manner, ensuring compliance in line with Housing Ombudsman Code.  You will support customers and assist with the investigation process and structure of complaints, ensuring that customers feel heard, and their issues are dealt with.

You will also handle MP enquiries and enquiries that are addressed to the Chief Executive, ensuring responses are customer focused.  

What we’re looking for 

Someone with:

• a passion for delivering high standards;
• experience of working with customers and service users;
• experience of evidence collection and conducting investigations or audit;  
• excellent communication and the ability to influence and negotiate; and
• ability to work collaboratively and deal with challenges.  

For more details on what we’re looking for in this role, please see the Job Description linked below.

For more information or an informal chat about this role, please contact Stephanie Borman, Complaints Manager on 01977 724662. 

Please note: Interviews will take place in the week starting 8 September 2025.  

Vico Homes is accredited by Investors in People, which means we recognise that our colleagues are our most valuable asset. As an employer we can offer you a great set of benefits which includes:

• 26 days holiday (rising to 31 after 5 years' service) and statutory bank holidays;
• an extra day off on your birthday;
• generous employer pension contribution;
• happy to talk flexible working, including options for reduced hours, compressed hours or other flexible working patterns;
• a wide range of personal development opportunities;
• a fantastic health and wellbeing package;
• access to Vico Homes Rewards for a fantastic range of lifestyle savings and salary sacrifice schemes including cycle to work, home electronics and our car benefit scheme;
• one day to take part in our Volunteering Scheme; and
• "cycle to work" scheme and discounted shopping platform.

We are an equal opportunities employer and welcome applications from all.

How to apply

• Read the job description, person specification and guidance notes below.
• Complete the supporting information form below with details of how you meet the person specification.
• We also encourage you to provide your CV if you have one but please remove any information that identifies you (e.g. your name and address). 
• Email your supporting information form, and CV if you have one, to [email protected] before the closing date. Applications close at midnight on the date specified at the top of this page.

What happens next? 

• You'll receive an automatic reply to let you know we've received your application.
• We'll then score all the applications against the person specification and contact you to let you know if we're inviting you to interview. 

If you have any questions, please contact our Recruitment Team on the email address above.