Complaints Officer x 2
London Bridge
£28,500

Hyde is looking for a Complaints Officer to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

As a Complaints Officer at Hyde, you will manage complaint cases, Housing Ombudsman enquiries and MP enquiries from start to finish, ensuring timely, fair and customer-focused resolutions. You will work closely with internal teams and external stakeholders to keep customers informed throughout their complaint journey and help drive service improvements through insight, analysis and continuous improvement.

Key Duties

• Manage, respond to and monitor complaint cases, Housing Ombudsman enquiries and MP enquiries within agreed timescales.
• Provide a responsive, customer-focused front-line service, ensuring customers are kept informed throughout the complaint journey.
• Work with managers and service areas to investigate complaints, agree actions and hold teams accountable for timely resolution.
• Identify complaint trends, service failures and improvement opportunities, providing insight and reports to support better outcomes.
• Keep up to date with relevant policy, legislation, case law and best practice to support effective complaint handling.

Why Join Hyde?

Hyde is part of the Hyde group one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Complaints Officer we’re seeking someone who can bring:

• Proven experience in complaint handling, customer service or case management.
• Strong communication, stakeholder engagement and problem-solving skills.
• A proactive mindset and passion for delivering fair, consistent and customer-focused outcomes.
• The ability to manage a busy caseload, prioritise competing demands and work to agreed timescales.

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.