Job Description

Job reference:

002053

Salary:

28,586 rising to 29,801 per annum, upon successful completion of your probation period

Closing date:

17/10/2025

Location:

Hybrid - Case House, Surrey or Bede Island, Leicester

Employment type:

Fixed Term

Hours Per Week:

35

Are you passionate about making a difference for customers and ensuring every voice is heard?

We're looking for a Complaints Advisor to be the first point of contact for our residents, helping to resolve concerns quickly, fairly, and with empathy. In this vital role, you'll ensure that complaints are handled efficiently and in line with the Housing Ombudsman's Complaint Handling Code, while helping to drive learning and improvement across our organisation.

If you're an excellent communicator, love solving problems, and want to be part of a team that values integrity, transparency, and service excellence, this could be the perfect next step for you.

This is a fixed term contract, running until 31/03/2026.

What's in it for you....

In addition to the salary, we offer a number of benefits, including:

High street discount schemes Health cash plans 26 days' annual leave, increasing to 29 after three years, with the opportunity to buy more Flexible bank holidays - take them when it suits you Car leasing scheme Hybrid working - offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you'll be doing......

Act as the first point of contact for residents across digital channels, ensuring their complaint, its impact, and desired outcome are fully understood. Manage the complaints inbox -- triaging enquiries, assessing eligibility, and ensuring every complaint is handled appropriately and within timescales. Acknowledge and assign complaints at Stage 1 and Stage 2 within five working days, keeping residents clearly informed of progress and next steps. Allocate work to relevant teams, ensuring priorities and deadlines are met, and performance standards maintained. Work closely with colleagues across departments to ensure complaints are fully investigated and resolved. Support the Complaints Business Improvement Team by sharing feedback, insights, and learning from recurring themes. Provide regular feedback on emerging issues and trends, helping the business to improve and prevent repeat problems. Take immediate action on urgent complaints, escalating as necessary to ensure swift resolution. Promote a positive and empathetic image of PA Housing, ensuring every resident feels heard, respected, and supported.

What we're looking for:

Strong understanding of complaint handling principles and the Housing Ombudsman's Complaint Handling Code. Knowledge of housing management systems and customer experience (CX) systems. A passion for delivering value for money and improving customer satisfaction. Excellent organisational skills with experience managing personal workload and ad hoc projects. At least one year's experience in an administrative or customer-focused role -- experience in social housing or complaint management would be a real advantage. Confident using housing management systems (CRM, Northgate) and Microsoft applications including Word, Excel, PowerPoint, Visio, and Outlook (intermediate level). Able to produce accurate, high-quality written and numerical information under pressure. Strong communication and interpersonal skills with the ability to demonstrate tact, diplomacy, empathy, and assertiveness.
If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.

AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk -

We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: 28,586.00-29,801.00 per year

Benefits:

Company pension Cycle to work scheme Enhanced maternity leave Life insurance Private medical insurance Sick pay Store discount Work from home
Work Location: Hybrid remote in Leicester LE2 7EA