Technical Complaints Resolution Officer

Join our new team transforming how we handle repairs and resolve complaints!

This is an exciting opportunity to join a newly established Technical Complaints Resolution Team within PA’s busy Assets Directorate. The team has been created to ensure swift, professional, and comprehensive responses to repair-related complaints and to strengthen collaboration across key service areas such as Gas, Repairs, and Damp & Mould.

As a Technical Complaints Resolution Officer, you’ll play a vital role in ensuring residents receive a prompt, empathetic, and fair response when raising complaints about repairs. You’ll use your strong technical knowledge to diagnose issues accurately, coordinate resolutions, and rebuild trust and satisfaction through clear, transparent communication. Acting as a link between residents, contractors, and internal teams, you’ll ensure complaints are managed effectively in line with the Housing Ombudsman’s Complaint Handling Code.

We’re looking for someone who can balance technical expertise with genuine care for residents, someone who thrives in a fast-paced environment and is passionate about improving housing services.

We are also looking for a Complaints Business Partner (CBP) to drive organisational learning through complaints, managing our most complex cases and embedding processes and capabilities across teams to ensure insights inform strategy and improve resident outcomes.

Please check out our website for all our current opportunities.

What’s in it for you….

In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays – take them when it suits you
• Car leasing scheme
• Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing……

Repairs Complaint Handling & Customer Care

• Act as a main contact for residents raising repair complaints, ensuring they feel heard and informed.
• Investigate issues using inspection reports, photographs, and technical insight to diagnose causes.
• Manage a caseload from receipt to resolution, ensuring timely updates and clear communication.
• De-escalate challenging situations calmly and professionally, ensuring residents feel valued.
• Support vulnerable residents through reasonable adjustments and signposting to other services.

Collaboration & Continuous Improvement

• Work closely with contractors, surveyors, and internal teams to resolve complaints efficiently.
• Hold teams accountable where service falls short and promote learning from outcomes.
• Monitor complaint trends, identify areas for improvement, and feed insights into process and policy changes.

Technical & Organisational Excellence

• Apply strong technical knowledge of repairs (plumbing, electrics, roofing, damp/mould, etc.) to recommend effective solutions.
• Prioritise workloads effectively in a fast-paced environment while meeting strict deadlines.
• Maintain accurate documentation, ensuring compliance with data protection and the Housing Ombudsman’s Code.

Communication & Relationship Management

• Demonstrate excellent verbal and written communication skills, adapting your style to suit diverse audiences including residents, contractors, and senior stakeholders.
• Provide clear, empathetic, and solution-focused updates that build trust and confidence.
• Handle sensitive or complex information with discretion and professionalism, ensuring accuracy and transparency in every interaction.
• Foster positive relationships through proactive engagement and a genuine commitment to customer satisfaction.
  
  What we’re looking for:
• Recognised qualification in housing construction, building maintenance, or equivalent experience.
• Strong technical knowledge across multiple trades (e.g. plumbing, electrics, joinery, roofing, damp/mould).
• Evidence of training in customer service, complaint handling, or conflict resolution.
• Good IT skills, including housing/repairs management systems, Microsoft Office, and digital tools.
• Experience in social housing, property, or construction environments.
• Proven ability to diagnose issues from inspection reports and photographs.
• Excellent de-escalation and conflict resolution skills.
• High integrity, empathy, and a commitment to putting residents first.
• Solid understanding of housing legislation, landlord obligations, and the Housing Ombudsman’s Complaint Handling Code.
• A proactive mindset; always looking for ways to improve processes and resident satisfaction.
• A calm, professional communicator who can handle challenging situations with confidence and care.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.