Complaints and Improvement Specialist

Responsibilities

• Triaging every complaint that reaches Curo, completing a risk assessment and deciding whether each one is valid before allocating it across the business
• Coaching and supporting colleagues to manage their complaints well from start to finish, while personally owning the most complex and high-risk cases
• Acting as our subject matter expert on Housing Ombudsman regulations, advising teams and making sure our responses are accurate, well-evidenced and on time
• Liaising directly with the Housing Ombudsman Service, customers and colleagues at every level, from frontline advisors to our Executive team
• Running quality assurance and audits, monitoring performance and stepping in early where complaints risk falling short of standards
• Analysing complaint trends with our data analyst to find recurring themes, then recommending and helping to embed practical improvements
• Building a culture of learning, so that each complaint leaves our service stronger than it found it
• More about you
• You know housing complaints inside out, and you have handled complex, review-stage cases through to resolution. You are a confident communicator with the presence to chair a meeting, advise senior leaders and coach colleagues who are new to complaint handling.
• You think analytically, reading the story in complaints data and turning it into recommendations people act on. And above all, you care about getting things right for customers, seeing every complaint as a chance to learn.
• Essential:
• Experience of handling complex or review-stage complaints in housing, the Housing Ombudsman or a similar regulated environment
• In-depth knowledge of the Housing Ombudsman Code and how it applies in practice
• Ability to coach, advise and train colleagues at all levels
• Strong analytical skills, with the ability to draw insight from complaints data and recommend practical improvements
• Confident communication, with the ability to chair meetings and influence senior stakeholders
• Sound decision-making and the organisation to manage a varied caseload to deadline
• This role could suit someone ready to take the next step. If you have the housing complaints knowledge and the potential to grow into the wider remit, we'd encourage you to apply.
• What you'll get in return
• Beyond a salary of £35,796 and the chance to make a real difference every day, you'll get:
• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years
• Your birthday off as an extra holiday
• Up to 10% matched pension contribution
• Hybrid working (3 days in office, 2 days at home)
• Flexible benefits which might include a Health Cash Plan
• Access to an Employee Assistance Programme for your own wellbeing
• About Curo
• We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.
• We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers.
• We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at

Additional Information

Complaints and Improvement Specialist £35,796 per annum + benefits | The Maltings, Bath | Hybrid Permanent | Full Time | 37 hours per week (minimum 3 office-based days) Your Housing Expertise. Our Standards. Fairer Outcomes for Customers. Resolving a complaint well takes more than a good letter. It takes judgement, calm and the confidence to hold people to a standard, from a Customer Advisor right up to our Chief Executive. Every complaint that comes into Curo lands with our team. Some you will own yourself, the complex, high-risk cases that need an expert hand. Most you will place with the right person in the business, coaching and supporting them to a fair resolution. Either way, you set the standard and you keep us on the right side of the Housing Ombudsman Code. And because complaints show us where we can do better, you will work with our complaints data analyst to turn those lessons into better ways of working for our customers.

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