This job has expired

Complaints Advisor

Home Group
Newcastle upon Tyne (Gosforth Park Way)
£20,000 - £29,999
Closing date
30 Oct 2021

View more

Corporate Services, Communications / PR
Assistant / coordinator
Full Time
Organisation Type
Housing association / RP
You need to sign in or create an account to save a job.

Job Details

Complaints Advisor

Newcastle (Hybrid Home/Office Working)

Contract Type: Full Time (37.5 hours per week), Fixed term 6 months initially

Salary from £18,576pa to £19,900pa (pro rata) negotiable based on skills and experience

Plus, Brilliant Benefits!

Helping us to deliver on our Customer Promise – that’s when it hits home

We have fabulous opportunity for you to join our brilliant team as our Complaints Advisor. Supporting us to deliver on our customer promise, you’ll deliver a customer focused and effective complaints resolution for our customers.

You’ll handle all complaints providing verbal and written responses to support first time resolution. You’ll work collaboratively to provide proactive approaches to resolving problems using your Housing Management (including detailsed arrears recovery within England and Scotland) You’ll also support, advise and guide colleagues who are complaint owners to ensure they are meeting requirements of policy, procedure and regulations working in a customer focussed, person centred way.

You’ll also gather data and help identify trends and themes so the team can develop good practice and develop their knowledge of lessons learnt. You’ll see complaints as a positive way to learn more about what our customers expect, with an open and responsive approach. You’ll have a crucial role of being an ambassador for a positive complaints culture across the organisation.

What makes us No.7 in the UK’s Best Super Large Great Places to Work, 4th Best Place in the UK for Great Places for Women to Work, 18th in the Stonewall Top 100 and Investors in People Platinum Standard….? It’s our brilliant people and culture!

About our team
You’ll be working alongside our fabulous team who are super passionate about delivering on our customer promise. To us were not just a team we’re a ‘work family’. Our manager is Louise, who has worked for Home Group for 7 years of which 5 have been managing the complaints team. There are 17 of us in the team and we don’t just love to support our customers, we’re there for each other too!

Working hours
It’s the team’s unwritten rule that you attend the important appointments in life, be it your child’s school play, your partner’s graduation, or to get your new fridge delivered. You can elect to fit these around your working day or use your flexi to take the time off. Our focus is on getting the job done, not your working hours!

About you
You’ll have relevant experience of using a Contact Management System to manage customer complaints alongside previous experience of complaints management. You’ll support a culture of continuous improvement and learning, working to a complaints process. You’ll be comfortable working with our customers and other key stakeholders and have excellent communication and interpersonal skills. Due to the nature of your work you’ll need the ability to work with confidential and sensitive information.

You’ll be brilliant at organising and prioritising work, meeting deadlines, working under pressure and handling several tasks simultaneously. You’ll understand complaint processes and system knowledge in relation to complaint progression/ escalation. You’ll also be competent user of Microsoft office applications and will be able to work within minimum supervision.

Here at Home Group we have invested heavily in our future and use current and up to date equipment. You’ll be issued with the latest kit, which could include a Surface Pro and mobile. So, it's important to us that you are technologically savvy (or at the very least not a technophobe!)

When you join, you’ll need to have a valid Basic Check under the Disclosure and Barring Service. The great news is that we will pay for that to be done if you don’t have a transferrable one.

Want to know more?
If you’re not reading this advert on our careers’ pages, press the APPLY NOW button to access lots of useful stuff! You can download the Complaints Advisor Job Description and find out more about Home Group. We’ve also got some short films that show you what it’s like to work here, and we know you’ll want to find out more about our award winning benefits and rewards package!

To apply
Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter (this will help us learn more about you!). If you need them, we’ve also got some great templates to help you.

You’re unique!
Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So, whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!

About Covid
We’re continuing to deliver services for our customers since the COVID-19 pandemic, and our brilliant colleagues are at the heart of making that happen. We’re continuing to do things a little differently, to keep everyone safe, we’ll engage with you digitally where possible. Check out our awesome video to find out more on how our colleagues have felt supported here during the outbreak.

#complaints #complaintsmanagement #advisorjobs #customerservice #newcastlejobs #northeastjobs #tyneandwearjobs


There’s never been a more exciting time to join us, as we build and sell over 10,000 new homes across the UK.  From affordable housing to our brilliant private sale brand Persona, we’re shaking up the new build market.  You’ll have the opportunity to work on everything from affordable homes to luxury apartments and build the career you want with us. 

As one of the UK’s largest developers of new homes and providers of houses for affordable rent.  We also provide long term integrated health and social care housing.  We don’t just build houses, we build homes and develop vibrant communities where people want to live. 

What keeps us busy?

We’re building homes, independence and aspirations and according to our trophy cabinet we’re pretty good at it! 

We’re winners of the 2018 UK Housing Awards Development Programme of the Year, Silver Best House at the What House Awards 2018, and RESI Landlord of the Year 2016.  We’re constantly challenging the status quo, delivering unparalleled schemes and ground-breaking products.  We pride ourselves on building happier, healthy homes, putting space and people before profits.

Oh and did we mentioned that we rank No. 27 in the UK’s Best Large Places to work, and 17th in Stonewall Top 100 Employers 2019?    

We’re growing

As we’re building new homes, we’re growing our team too so there are lots of opportunities for you to join us across the UK.  So whether you’re acquiring land, designing places, delivering schemes, selling homes or regenerating neighbourhoods.  You’ll be working alongside brilliant people to unlock bold opportunities, exciting new partnerships and collaborative projects across the UK. 

Join us

You can find out more about us and our current vacancies on our website at or on our Facebook and Linkedin pages.    

High-flying career, work life balance, brilliant benefits and a cherry on top!  There are so many reasons you’ll love working at Home Group.


Find Us
2 Gosforth Park Way
Gosforth Business Park
Newcastle upon Tyne
Tyne and Wear
NE12 8ET
United Kingdom
You need to sign in or create an account to save a job.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert