Customer Complaints Specialist

Location: Hybrid linked to Penge Hawthorn Centre or Maidstone - County Gate

Salary: Pengeper annum / Maidstoneper annum

Hours: 36 hours per week flexible options considered

Contract Type: 9-month fixed term contracts and 12 month fixed term contracts

This is a great opportunity to join our team - Employer of the Year Housing Heroes awards 2025

Were looking for multiple Customer Complaints Specialists who are passionate about making things right for our this role youll be the first point of call for resolving concerns quickly fairly and with empathy making sure every case is handled in line with Clarions policies the Housing Ombudsman Complaint Handling Code and the Regulator of Social Housings Consumer Regulations. Your work will play a big part in maintaining strong customer relationships improving service quality and ensuring every response is timely professional and understanding.

Youll bring experience of managing and resolving complaints in a regulated environment ideally within housing and the confidence to navigate even the most sensitive conversations with care. Your exceptional communication skills will help you listen reassure and guide customers towards fair and positive outcomes. Alongside this youll have the problem-solving and investigative abilities to dig into root causes and recommend lasting solutions.

Organisation will be key as youll manage a high caseload while keeping every detail accurate and every deadline met. Youll also be comfortable using CRM systems fully aware of data protection requirements and confident in producing clear effective written communication across a variety of formats. Most importantly youll bring empathy professionalism and the determination to turn a challenging situation into a positive experience for our customers.

If this sounds like an opportunity for you then please review the full role profile before applying - Customer Complaints Specialist and Behaviours & Mandatory Accountabilities OD level 6 and 7 before applying.

Salaries are just the starting point. Here at Clarion were dedicated to rewarding hard work and commitment and providing benefits that support you and your lifestyle -dive in and find out more here

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Closing Date: Thursday 14th May 2026 at midnight

This is a hybrid role with a base location at our offices in Penge or Maidstone.

For the first 8 weeks while completing training and academy you will attend the office a couple of days per week to support your learning and development.
After training you will move to a flexible hybrid approach with occasional office attendance (typically around once a week) in line with business needs.

Occasional travel may be required with attendance at your designated office base and occasional travel to other Clarion offices as and when required.

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You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.