Complaints Officer

Permanent Full Time 35 hours per week (agile working arrangements in place)

Closing date: 14th August 2026

Interview date: 18th August 2026

Interview location: Oaklands House Suite 2 Second Floor Oaklands House 34 Washway Road Sale M33 6FS

Our organisation is all about people the people who live in our homes the communities we serve and those we work with. So its no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done.

As a not-for-profit housing association providing affordable homes and services to more than 20000 people across Greater Manchester. We have a strong social purpose and make it our mission to enable people to live well in their home and community.

This role will help us to do this by managing complaints through to resolution ensuring Irwell Valley Homes complies with the Housing Ombudsman Complaint Handling Code regulatory standards internal policies and compensation procedures.

Youll provide clear fair and empathetic support to customers keeping them informed throughout the complaints process and ensuring each case is investigated impartially and resolved appropriately. Working collaboratively with managers and teams youll identify service failures agree actions to put things right and support learning and improvement from complaints.

In this role you will be responsible for

• Managing Stage 1 complaints through to resolution within required timescales.
• Work with managers on complex cases challenge decisions where appropriate and agree sustainable resolutions.
• Produce clear concise and well-reasoned complaint responses referencing policy law and good practice where relevant.
• Engage with customers who remain dissatisfied after Stage 1 and seek to resolve concerns where possible.
• Escalate complaints to Stage 2 where required allocating cases to Heads of Service or senior managers.
• Record learning from complaints in the HIVE and support managers to implement service improvements.

We need people who are

• Knowledge of complaint handling the Housing Ombudsman Complaint Handling Code housing regulation and compensation procedures.
• Experience of complaint handling investigations and managing cases through to resolution.
• Strong written and verbal communication skills with the ability to produce clear empathetic and professional responses.
• Ability to manage a varied caseload meet deadlines maintain accurate records and provide a clear audit trail.
• Resilience empathy and confidence in managing challenging conversations fairly and professionally.
• IT literate including Microsoft Office 365 and housing/customer management systems

Everyones welcome here. Our culture is inclusive and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with us. And we trust and support people to do their best in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.

If you want to be part of our team and help us make a difference wed love to hear from you.

#ComplaintsOfficer #customerservicejobs #complaintsmanagement #housingjobs #recruiting #Manchesterjobs

We are a not-for-profit housing association providing affordable homes and services to over 16000 people across Greater Manchester. We build affordable new homes work with partners to reduce homelessness and support people to reach their potential.

Our organisation is all about people the people who live in our homes the people in the communities we serve and the people we work with.

So its no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone!

We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this.

Everyones welcome here. Our culture is inclusive and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with we trust and support people to do their best in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.