Complaints Officer

Cardiff - UK

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

What is great about the role

This role is key in making sure customers feel heard respected and supported when they tell us something has gone wrong. As a Complaints Officer you will take ownership of customer complaints from start to finish ensuring they are handled with fairness empathy and professionalism. You will play an active role in improving services across the Group by identifying trends sharing learning and supporting teams to make positive changes. This role is meaningful varied and ideal for someone who enjoys problem-solving communication and building strong working relationships.

Where does this role fit in

You will work within Housing Services reporting to the Group Complaints Lead. You will collaborate closely with colleagues across different departments including customer experience housing repairs income and community teams. The role involves a mix of desk based work and direct communication with customers and staff. You will be a central point of coordination ensuring clear communication timely responses and a joined up approach to resolving issues.

What skills and experience do you need

We are looking for someone who has experience supporting customers resolving complaints and working with a wide range of stakeholders. You should feel confident recording accurate information communicating clearly in writing and verbally and tailoring your approach for different audiences. You will need strong organisational skills attention to detail and the ability to stay calm and focused under pressure. An understanding of regulatory requirements good digital skills and experience working with people who may have complex or additional needs will also be important.

What are the pay and benefits

Time off and Flexibility

Hybrid role based in Cardiff Newport or Swansea with occasional meetings at the other locations.
Working days are predominately Monday to Friday option to work compressed 9 day fortnight
26 days holiday plus Bank holidays. Rising to 31 days with an extra day for each full year of service.
Maternity & Adoption Leave: 20 weeks
Paternity Leave: 3 weeks

Money and Pensions

The exact salary is 32439 for a 37 hour full time permanent position
Pension Choices: Defined Contribution (DC) Scheme with matched contributions up to 10%.OrDefined Benefit (DB) 1/80^thof final salary for every year of service.
The successful candidate will need a basic DBS check in place which we pay for.
3 x Life Cover linked to pension membership
Saving scheme with competitive interest rate
Give As You Earn scheme for tax efficient charity donations
From 1^stApril 2026 theoptionto be either weekly or monthly paid.

Your Wellbeing

Sick Payrising with length of service up to 6 months full pay after 4 years.
Eyecare: Up to 100 reimbursement towards eye tests and glasses.
Free counselling coaching wellbeing team and OH service to all colleagues
Annual Health Check
Health Cash Plan

Getting Around

Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
Cycle to Work Scheme

Your Development

Continuous professional training and development
Leadership development programmes
Professional memberships needed for your role are reimbursed
Career coaching
Support with funding and time for qualifications

Perks & Recognition

Long Service Awards
Blue Light Card Eligibility giving discounts at 15000 brands.
Colleague Discount platform.

FREDIE

At Pobl Group we are guided in all that we do by a group of principles that we call FREDIE these are: Fairness Respect Equality Diversity Inclusion Engagement. This means that whatever your background you will have an equal opportunity at Pobl Group and we encourage you to apply now.

How do you apply

If you have the skills experience and enthusiasm required to be our next difference maker please follow the prompts to apply now. We just need an up-to-date CV short/ focused cover letter along with a few contact details so that we can get back in touch with you.

Interviews will be taking place week commencing 8^th December.

If you would like any support with your application or to discuss any adjustments that you may require to support you to application process please contact or

Who are Pobl group

Pobl Group is one of Wales largest not-for-profit housing and care organisations providing safe homes personalised support and vibrant communities where people can 2024 we merged with Linc combining our shared values and strengths to deliver even better services and create greater opportunities across Wales. Together we are committed to being compassionate inclusive and focused on making a positive difference every day.

Required Experience:

Unclear Seniority

What is great about the roleThis role is key in making sure customers feel heard respected and supported when they tell us something has gone wrong. As a Complaints Officer you will take ownership of customer complaints from start to finish ensuring they are handled with fairness empathy and profess...