Job Description

Salary

27,711 - 30,060 pro rata

Contractual hours

22.2

Basis

Part time

Region

Midlands

Package

Access to free healthcare cash plan and benefits, 26-32 days holiday package (exclusive of public bank holidays) and option to purchase additional leave. We will double you monthly pension contributions and have family friendly policies.

Job category/type

Administration, Customer Services

Date posted

13/06/2025

Job reference

REQ000512

Strategy & Engagement

Salary Grade 4 i.e. 27,711 - 30,060 per annum (pro rata for part time)

Part Time, 22.2 hours per week

Are you experienced in the investigation of customer complaints and are passionate about making a real difference?

The Customer Experience Team is undergoing an exciting period of transformation as we review and enhance our current operating model to work more effectively. As part of this journey, we have an excellent opportunity for an experienced complaints professional to join our well-established team on a maternity cover basis, working Wednesday to Friday.

Our team plays a critical role in managing a growing number of complaints in line with the Complaint Handling Code, focusing on thorough investigation and maintaining strong communication with customers throughout the process.

This role is essential to promoting a customer- and people-focused culture by ensuring that every customer feels heard, respected, and supported through a high-quality, end-to-end experience. We are seeking someone with a proven track record in customer service and complaint resolution, including multi-channel communication such as social media, letter writing, and informal methods. The ideal candidate will have strong case management skills, the ability to handle sensitive issues professionally, and experience collaborating with both internal teams and external stakeholders. Experience in the housing sector and a passion for improving services and processes would be advantageous.

If you would like more information about the role, please contact Vanessa Cookson, Strategy & Engagement Manger at vanessa.cookson@bassetlaw.gov.uk or (01909) 533 533.

We offer a generous employee benefit package including 26-32 days holiday plus bank holidays, free healthcare cash plan, flexitime and so much more.

You can read about all our employee benefits

here

.

We value the diversity of our people and actively encourage applications from all sections of the community. We maintain fair and well thought out recruitment processes at every stage to make sure that everyone is treated equally.

Please select Apply Online to upload your CV and covering letter, highlighting your relevant experience, qualifications, skills and achievements.

Please note that the application process will require you to upload your CV. If you don't have one to upload, you can download a CV template we've created to help you get started.

Candidate Information Pack

Person Specification

We reserve the right to close this vacancy early when we receive sufficient and suitable applications. Therefore, please ensure that you submit your CV as soon as possible so that you can be considered for this role.

Interview date: 23 & 25 July 2025