Skip to main content

This job has expired

Customer Relations Officer; Complaints

Origin Housing
Flexible working arrangements with office attendance when required. Head Office at Euston, London NW
Closing date
28 Feb 2024

Job Details

Customer Relations Officer; Complaints 


Origin – Great homes, positive people and strong communities

An inspiring past and a bright future

A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities.  Here at Origin, we trace our roots back 100 years, building and managing high quality homes as well as providing support services and housing for those who are most vulnerable in London and Hertfordshire.  We work to provide safe, decent affordable homes and support for individuals and communities.

Focused on our residents, our driving ambition is to provide services that make people’s lives easier, and homes and communities they can be proud to live in.  We are ‘not for profit’ and reinvest all our surpluses back into our varied and vibrant neighbourhoods.

The role – Customer Relations Officer; Complaints

We’re looking for a highly experienced Complaints Relations Officer to deliver a professional customer experience for our residents who have made a complaint. You will be responsible for your own complaints workflow and caseload from day one, and you'll need to hit the ground running. You need the skills and knowledge to conduct thorough, high quality and resident focussed investigations,  remaining resolution focussed throughout.

We’re big on communication, so you’ll need to regularly keep residents updated throughout your investigation. Our vision is to provide the best possible complaint service for our residents, making sure we overcome any obstacles to provide our response on time, and to a high standard. You will need to demonstrate you’ve understood the root-cause of a complaint, and actively build (or re-build) trusted relationships with residents so they feel heard and have confidence we’ll learn from their experience.

What you’ll do

This role isn’t about closing cases and hitting KPIs – although that needs to be done too - it’s about meaningfully resolving concerns and developing positive relationships along the way. As a result, the Customer Relations Officer needs to be comfortable working in a dynamic and responsive way whilst being truly focused on service.

You will

  • Investigate and resolve complaints, focusing on enhancing the delivery of our services and the relationship with our residents
  • Take responsibility to manage your own complaint caseload effectively, with autonomy and to a high, professional standard
  • Role model complaint handling excellence, record keeping and time management

What you’ll need

We’re looking for someone who has:

  • Strong and excellent written skills with the ability to produce high quality, professional and comprehensive complaint resolution outcome letters – we’ll assess this during the interview process
  • Expert problem-solving skills to effectively investigate complaints
  • Self-discipline to work independently and be proactive when resolving complaints
  • Experience of working collaboratively with other internal departments with a strong, demonstrable passion for forging excellent working relationships, using your fine-tuned abilities, and influencing skills, to work collaboratively whilst focussing on the outcome for our residents. 
  • Effective team player who can work collaboratively with residents, colleagues, and senior stakeholders.


  • Experience of working in the housing sector
  • Experience of managing a complaint’s caseload

Our Values

Our core values are at the heart of how we work

  • Take the lead
  • Create energy
  • Build trust
  • Be generous
  • Stay grounded
  • Remember the little things

We're committed to the wellbeing of our people and in creating an environment that promotes diversity, equity, inclusion and belonging.

Our benefits to you

  • Origin’s ways of working make it easier for you to balance work and home life.  You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.
  • Competitive salary of £41,591pa
  • A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave
  • 2 additional ‘giving something back’ volunteer days
  • A pension scheme with contributions from 4% - 8% of your salary
  • Family leave, compassionate leave and enhanced maternity pay
  • Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians
  • Interest free loans to help spread the cost of a season ticket or another big purchase
  • Annual staff conference, team away days and annual team meal allowance
  • Access to Perk Box for fantastic savings on everyday purchases and much more
  • Free employee assistance programme
  • Opportunities to join staff network groups
  • Refer a friend bonus

We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role.

Tell us your story

We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter (in no more than 500 words) detailing how your skills and experience meet the job description for Customer Relations Officer outlined above.

Closing date for applications: 8pm on Wednesday 28 February 2024

Interviews will be held: Week commencing 4 March 2024

Please note that suitable candidates will be invited to interview throughout the application window and therefore the vacancy may close at short notice. However, all candidates will be advised of the outcome of their application and therefore interested candidates are encouraged to apply at their earliest convenience.


About Origin Housing

We are a registered social landlord, managing over 7,000 homes in London and Hertfordshire. We provide affordable housing in our communities as well as related care and support services to the people who live in them. 

Origin Housing started life in 1924 as St. Pancras House Improvement Society, a charitable organisation founded by Father Basil Jellicoe because of a belief that good quality affordable housing is a foundation for a successful life.

Thanks to a subsequent series of mergers with other organisations: Humanist Housing Association, Griffin Homes, and Lee Housing Association, we now work in 14 areas across North London and Hertfordshire.

Our vision Great homes: places where people are proud to live

We want to provide homes that people are proud to live in. Housing is a long-term commitment so it is important to us that we build quality property and continue to invest in keeping homes at modern standards over many decades.

We buy land and build homes for rent and for sale. We also buy homes directly from private house builders.

 The homes are for:

  • letting at a subsidised rent;
  • part-rent part-buy (called shared ownership);
  • outright sale – the profits from which support our charitable objectives.

We finance this by: raising loans; proceeds from sales; along with a small amount of government grant.

Positive people: responsive caring staff getting services right for customers

We strive to be a top-performing landlord, property manager and provider of care and support services. We want our customers to be positive about the services we provide. This means it is crucial that our staff are skilled, dedicated and positive people who are committed to providing the best possible customer service.

We recognise that to do this means we must listen to our customers, so we regularly seek feedback and work with customers to improve services is central to the way we operate.

Strong communities: helping people and neighbourhoods thrive

Our aim is to help people and neighbourhoods to thrive. Working in partnership with Local Authorities we provide under contract a range of care and support services to people who are vulnerable due to learning disabilities, old age or other issues.

We want our communities to be places where people feel safe and proud, and where they can aspire to reach their potential. To help achieve this, we run and support initiatives to encourage inclusion and involvement, helping people to become actively involved in building sustainable, healthy and vibrant neighbourhoods. We provide support for people to find sustainable employment, manage their money, and stay in their homes for longer.


Company info
020 7209 9222
St Richards House
110 Eversholt Street

Sign in to create job alerts

Sign in or create an account to start creating job alerts and receive personalised job recommendations straight to your inbox.

Create alert