Complaints and Resolution OfficerHemel Hempstead (Hybrid Working) 41,349 per annumFull Time 35 hours per weekHelp Turn Customer Feedback into Positive ChangeAt Hightown, we are committed to delivering exceptional housing and support services. Every complaint is an opportunity to learn, improve, and strengthen the experience of our customers.We are looking for an experienced and emotionally intelligent Complaints and Resolution Officer to join our newly established Complaints and Resolution Team. If you are passionate about customer service, skilled at investigating complex issues, and driven to make a real difference, we would love to hear from you.What You Will Be DoingAs our Complaints and Resolution Officer, you will play a vital role in ensuring customers feel heard, respected, and supported throughout the complaints process. Be the first point of contact for customers raising concerns or complaintsConduct thorough investigations, working collaboratively with colleagues, contractors, and customersDeliver clear, empathetic, and well-reasoned complaint responsesEnsure compliance with the Housing Ombudsman''s Complaint Handling CodeIdentify trends, lessons learned, and opportunities to improve servicesSupport the delivery of performance reporting and continuous improvement initiativesHelp drive a culture where customer feedback leads to meaningful changeWhat We Are Looking ForWe are keen to hear from candidates who can combine strong investigation skills with excellent ..... full job details .....