Complaints Officer

Complaints Officer – First Response

Chichester or Park Street

Up to £26,500

Hyde is looking to recruit a Complaints Officer – First Response .

Hyde is one of the UK’s leading and award-winning providers of affordable homes in London, the South-East and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple: by providing customers with a safe and decent home, it allows them to realise their potential, enjoy their environment and contribute to their community.

As a Complaints Officer – First Response at Hyde, you will be the first point of contact for customer complaints, working across teams to resolve issues quickly and professionally, ensuring our customers are kept informed throughout their complaint journey.

Responsibilities
• Manage a caseload of customer complaints, resolving issues promptly
• Be the first point of contact for customers, using a calm, professional tone
• Draft high-quality written responses in line with our tone of voice
• Liaise with internal teams to gather information and ensure resolution
• Escalate unresolved issues to managers where appropriate
• Identify trends and share feedback for service improvement

Skills and Experience Required
• Strong written communication and letter-writing skills
• Excellent customer service experience, ideally within utilities, NHS, finance, or housing
• Ability to manage multiple cases and prioritise effectively
• Confident using IT systems and working across departments
• Comfortable working 100% in-office during training and flexing to business needs

Benefits
• A fantastic pension
• Life assurance
• Great holidays
• An award-winning flexible benefits package
• Volunteering days

Diversity and inclusion are integral to the Hyde Group. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace that reflects our customer profile and where everyone is proud to be unique.

Hyde is a disability confident employer and we are here to support you with any reasonable adjustments you need throughout the recruitment process.

We reserve the right to close this advert as soon as a suitable candidate has been identified.