Senior Case and Complaints Officer - Affordable Homes

Do you share our passion for creating a safe, secure, and affordable place for everyone to call home? That's exactly what we're working towards at Affordable Homes. With a fast-growing pipeline, we collaborate with well-known developers, housing associations and public sector bodies across the country to drive new investment into the affordable housing sector.

As part of the wider Legal & General Group, our heritage goes back over 180 years, with a solid reputation as one of the leading financial services groups. We are pioneering institutional investment into the housing sector, whilst providing excellent service and quality homes.

Focusing primarily on the Shared Ownership and affordable rent markets, we strive to be the UK’s leading private affordable housing provider, known for excellent service and quality homes.

We’re recruiting for a Senior Case and Complaints Officer to join us. We’re offering a competitive base salary strong benefits package.

This role is London based but the team are generally in the office once or twice a month, the majority of the work can be done from home.

What you'll be doing:

• Providing high quality services to customers who have raised concerns or complaints
• Investigating complaints and resolving and responding to these quickly and effectively
• Reviewing past complaints, collecting performance data and developing new policies and processes to mitigate future concerns and complaints
• Deputising for the head of the team, leading on projects and supporting/coaching more junior members of the team
• Communicating effectively with customers and keeping them well informed of their complaint
• Analysing data to identify trends in complaints and present finings to the wider team to help improve procedures and performance

Who we're looking for:

• Prior experience in complaint handling and dispute resolution
• Ideally have understanding or experience of working in the housing sector
• Someone with an understanding of the complexities of affordable housing tenures and the issues faced by many housing association customers
• Excellent communication, interpersonal, and negotiation skills
• Strong analytical, problem-solving, and decision-making skills

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart  

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.