Job Description

Complaints Officer

12-Month Fixed-Term Contract (until January 2027)

26,410 per annum

St Asaph Business Park, LL14 0JD

37 hours per week | Monday-Friday | Hybrid and flexible working available

Planned interview date : 23rd of December

Make a real difference to how our residents feel, respond, and recover when something hasn't gone right.

We're looking for a Complaints Officer, known to us at ClwydAlyn as a Resident Support and Resolution Officer to join us on a fixed-term basis and play a vital part in improving how we listen, learn, and respond to concerns across ClwydAlyn.


In this role, you'll be the calm, neutral point of contact residents can rely on when they need support. You'll help people feel heard, understood, and reassured as they navigate our complaints process, making it as clear and stress free as possible.


You'll take time to understand each situation, work closely with colleagues across the organisation, and ensure every investigation is fair, transparent, and rooted in our values of

Trust, Kindness and Hope

.


Alongside supporting residents directly, you'll help us spot themes, track learning, and shape service improvements that make a genuine difference across our communities.

What you'll do as a Complaints Officer

Support residents who want to raise concerns, ensuring they feel respected and listened to. Provide clear guidance on their options and the formal complaints process. Act as a consistent, impartial point of contact throughout the resolution journey. Work with teams across ClwydAlyn to find fair, timely, and practical solutions. Keep residents updated, ensuring their voice remains central to every decision. Contribute to wider service improvement by helping identify trends and lessons learned.

What you'll bring

Essential

GCSE English at grade C or above. Experience in a customer-focused role, using empathy and compassion in everyday interactions.

Desirable

HNC, NVQ Level 3, or equivalent qualification in Business Administration.

Why join us?

You'll be part of a supportive organisation with a clear social purpose and a commitment to doing the right thing for our residents. With hybrid working, flexibility, and a genuinely collaborative culture, it's a great opportunity to make a positive impact while developing your skills.


If you're calm under pressure, great with people, and passionate about fairness and service improvement, we'd love to hear from you.