Complaints Officer

Are you looking for a new and challenging role that inspires change and service improvement? If you are curious, analytical and passionate about service improvement then read on.

We're looking to recruit two Complaints Officers to join our Customer Relations Team, one permanent position and one fixed term up to 12 months maternity cover position.

This is an exciting time to join a passionate, ambitious team with a positive approach to complaint handling, get an insight into all services areas, support learning and make a real contribution to change. The role will provide the opportunity to bring new ideas and challenge our approaches, to drive continuous improvement and deliver the best possible customer experience.

What you’ll do

You will play a key role working with teams across the business to support complaint investigations and outcomes, whilst providing support to service managers and customers; carry out quality assurance of responses to complaints and drive learning from complaints.

You will ensure complaints are handled in a fair and proper manner, ensuring compliance in line with Housing Ombudsman Code. You will support customers and assist with the investigation process and structure of complaints, ensuring that customers feel heard, and their issues are dealt with.

You will also handle MP enquiries and enquiries that are addressed to the Chief Executive, ensuring responses are customer focused.

What we’re looking for

To join our Customer Relations team, we’re looking for someone with:

• a passion for delivering high standards;
• experience of working with customers and service users;
• experience of evidence collection and conducting investigations or audit;
• excellent communication and the ability to influence and negotiate; and
• ability to work collaboratively and deal with challenges.

For more details on what we’re looking for in this role, head to the related documents section and download the Job Description

For more information or an informal chat about the role, please contact Stephanie Borman, Complaints Manager on 01977 724662.

Please note: Interviews are expected to take place between the 5 and 10 November 2026

Vico Homes is accredited by Investors in People, which means we recognise that our colleagues are our most valuable asset. As an employer we can offer you a great set of benefits which includes:

• 26 days holiday (rising to 31 after 5 years' service) and statutory bank holidays;
• an extra day off on your birthday;
• employer pension contribution;
• happy to talk flexible working, including options for reduced hours, compressed hours or other flexible working patterns;
• a wide range of personal development opportunities;
• a fantastic health and wellbeing package;
• access to Vico Homes Rewards for a fantastic range of lifestyle savings and salary sacrifice schemes including cycle to work, home electronics and our car benefit scheme;
• one day to take part in our Volunteering Scheme; and
• "cycle to work" scheme and discounted shopping platform.

We are an equal opportunities employer and welcome applications from all.

How to apply and what happens next

• Read the job description, person specification and guidance notes below
• Complete the application form
• You'll receive an automatic reply to let you know we've received your application
• We'll then score all the applications against the person specification and contact you to let you know if we're inviting you to interview