Complaints Learning and Improvement Officer

Could you be Incommunities new Complaints Learning and Improvement Officer? You will play a key role within the business, turning feedback into action by identifying themes, supporting learning from complaints and embedding a positive complaints handling culture.

About us

We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.

This year we've launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we've worked with colleagues and customers to find out what's important to them. Our customers sit at the heart of what we do, and our colleagues are the people who'll help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties include:

• Deliver a customer first complaint handling service where customers are respected and heard.
• Collaborate with internal and external stakeholders to ensure Stage 1 complaints are effectively investigated, resolved, and aligned with the complaints policy and regulatory/legal requirements.
• Analyse complaint trends to identify key drivers, using insights to improve customer experience across services.
• Coordinate learning from complaints, including administration, tracking, and follow-up actions.
• Support the Complaints Manager with the handling of the Housing Ombudsman requests to ensure we remain fully compliant with the Complaint Handling Code.
• Oversee and track progress on Housing Ombudsman spotlight report recommendations.
• Identify areas of good practice internally and externally and embed this into the organisation.
• Keep up to date with regulatory changes, ensuring compliance is maintained across the organisation.
• Manage and respond to multi-service complaints.
• Model and embed a positive complaint handling culture.
• Identify and support any organisational and team training needs to ensure complaint handling is effective and in-line with our regulatory/legal requirements.
• Carry out duties that may reasonably fall within scope of the role.

• Knowledge of complaints handling best practice within the social housing sector, including knowledge of The Housing Ombudsman's Complaint Handling Code (desirable)
• Ability to effectively communicate and collaborate with colleagues and clients
• Proven ability to work effectively within a team environment.
• Demonstrated ability to take initiative.
• Proficiency in analysing trends and data with a keen eye for detail and accuracy.

• Starting salary of £32,507 rising to £36,229 per year
• Social Housing Pension Scheme
• 28 days annual leave that increases with service plus bank holidays
• Option to buy and sell annual leave
• Training, development, and qualification opportunities
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• Corporate health scheme membership
• Agile and hybrid working
• Access to an Employee Assistance Programme
• Cycle to work scheme
• Local gym membership discounts.
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support

Join Our Team!

We're looking for great people to join us! At Incommunities, we're committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know that diverse perspectives make us stronger.

Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we're passionate about making a real difference by providing safe, affordable homes and improving lives.

Our recruitment process is designed to support you every step of the way. If you need any adjustments or assistance, just let us know.

We're proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed' Menopause Friendly Accreditation, recognising the importance of support in the workplace.

💡 Apply early! We review applications as they come in and may close the advert before the deadline.

Ready to make an impact? Come work with us!