Complaint Resolution Officer

Salary £34,000

Location Rushden, Boston, Peterborough or Milton Keynes (Hybrid Working)

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

As a Complaint Resolution Officer at Amplius, you’ll deliver a high‑quality, customer‑focused complaint resolution service that ensures fair outcomes, learning and continuous improvement. You’ll champion a positive complaints culture and ensure compliance with the Housing Ombudsman Service Complaint Handling Code.

💰Salary: £34,000

📝Contract: Permanent

⏰Your week: Full Time (Mon to Fri, 9am to 5pm)

📌Location: Hybrid – weekly presence required in either Rushden, Boston, Peterborough, or Milton Keynes office

✨ Snapshot of your role

• Lead fair, evidence‑based complaint investigations, ensuring responses meet regulatory codes and internal timescales.

• Act as an impartial advocate for customers, maintaining clear, empathetic communication throughout the complaint journey.

• Promote a positive complaints culture and work collaboratively with colleagues, contractors and stakeholders.

• Track and monitor all actions and commitments to ensure timely completion and improved customer outcomes.

• Identify lessons learned from complaints and support service improvements across the organisation.

• Maintain accurate CRM Dynamics records and award compensation in line with policy where service failures occur.

🔍 What we’re looking for

• Experience of working in a fast paced environment and handling complex customer complaints in social housing, public services or regulated sectors

• Ability to investigate issues thoroughly, assess evidence and deliver fair, transparent outcomes.

• Experience collaborating with multiple internal teams and external contractors.

• Track record of meeting performance targets related to complaint handling or customer satisfaction.

• Strong communication skills, including supporting customers in vulnerable circumstances and excellent time management skills

• Understanding of the Housing Ombudsman’s Complaint Handling Code and complaint resolution principles.

Please read the attached Job Description before applying so you get the full scope of the role.

📅 Timeline

Closing: 16th February

Phone Screenings: 23rd February

On Site Interviews: 3rd March

🕵️‍♀️ DBS clearance may be required for this role.

🚨Important - We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.

🚫We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

Have questions?🧐Contact talent@amplius.co.uk and we’ll be in touch to support you with any questions, queries or conundrums!

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 37,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.