Complaints Officer 

Castle Vale, Birmingham  

£23,088 - going up to £25,861 after probation 

Permanent 

Full time  

Closing date: Sunday 5th January 2025 

We’re looking for a Complaints Officer to join our Customer Service Team. This is a new role for the organisation and an important step forward in how we support our customers. 

We’re looking for someone who has experience of managing complaints previously and understands the importance of being customer centric. You’ll be a good communicator who actively listens and who is confident supporting customers over the phone and face to face. Alongside this you’ll need excellent written skills, being able to clearly articulate complaint outcomes to customers. You’ll be empathetic, organised and have good attention to detail. 

You’ll be responsible for: 

• Processing complaints 

• Working with customers and colleagues to review complaints 

• Dealing with queries from the Housing Ombudsman within set deadlines 

• Reporting on the number of complaints received and closed, the types of complaints received and the outcomes. 

As part of the Customer Service Team, there may also be the need from time to time for you to help out on Reception, dealing with general enquiries in person or on the phone. 

Previous experience of working in a regulated industry would be beneficial but not necessary. 

The Pioneer Group is a small Housing Association that puts our Community at the heart of everything we do and this role provides an opportunity to make a positive impact on the day to day lives of our colleagues and tenants. 

With excellent terms and conditions and a permanent position, you would be working for a company that is committed to investing in our people.  

We offer a fantastic benefits package which includes: 

• 29 days basic annual leave (full time) + Bank Holidays 

• Pension schemes 

• A commitment to safety and wellbeing including access to a Bupa Health Cash Plan which provides discounts on gym membership, sports equipment and days out, as well as reimbursement on NHS prescription charges, eye tests, dental care and physiotherapy. 

• A commitment to work life balance through our Agile/flexible working principles. 

• Family Friendly policy with enhanced benefits 

• Learning and Development opportunities 

• Internal coaching and mentoring opportunities 

• Staff social events 

For an informal discussion about this role, please contact Lauren Beech – Technology and Insight Director or Carmen Radway – Customer Service and Complaints Manager