The Hyde Group
Complaints Officer
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Location: London Bridge
Salary: £27,000 - £30,000
Maternity Cover until 30 April 2027
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.
About the Role
As a Complaints Officer at Hyde, you will manage complaint cases, Housing Ombudsman enquiries and MP enquiries from start to finish, ensuring they are resolved within agreed timescales. You will work closely with internal and external stakeholders to deliver fair, timely and customer-focused outcomes, keeping customers regularly informed throughout their complaint journey.
Key Duties
- Manage, monitor and respond to complaint cases, Housing Ombudsman enquiries and MP enquiries within agreed timescales.
- Provide a responsive, customer-focused front-line service, ensuring customers are kept informed with regular and consistent communication.
- Work with colleagues and managers across service areas to investigate complaints, resolve issues and hold teams to account for agreed actions.
- Identify longer-term or complex issues, escalate where progress is not being made and negotiate practical solutions to contentious complaints.
- Use complaint insight, reporting and trend analysis to support continuous improvement and faster resolution across Hyde’s services.
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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 complaints handling, case management or customer resolution within a busy service environment.
- Strong communication, stakeholder management and customer service skills.
- A proactive mindset and passion for delivering fair, timely and customer-focused outcomes.
- The ability to manage a busy caseload, prioritise effectively and escalate issues where required.
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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.
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