Senior Complaints Resolutions Officer

Do you have the expertise and confidence to lead on complex complaints and help shape how we listen, respond, and improve for our customers? If so, this is an opportunity to make a real impact at Plus Dane on a fixed-term contract until the end of July 2027.

Who we are:

Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do.

Working with our customers really does change people’s lives and if you want to make a difference Plus Dane is the place to be!

We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow.

About the Role:

As a Senior Complaint Resolution Officer, you’ll play a key role in delivering a high-quality, customer-focused complaints service, ensuring every customer feels heard, understood, and supported throughout their journey.

Working as part of a small, specialist team, you’ll lead on complex and high-profile investigations, support senior colleagues with complaint responses, and help ensure we remain fully compliant with regulatory and legislative requirements, including the Housing Ombudsman Complaint Handling Code.

You’ll also use insight and data to drive service improvements—helping us learn from feedback and strengthen the overall customer experience.

Key responsibilities include:

Managing and investigating complex and sensitive complaints, ensuring timely and high-quality responses
Supporting senior managers and directors to produce accurate, empathetic, and compliant complaint responses
Leading on Housing Ombudsman cases, from initial enquiry through to evidence submission
Ensuring complaints are logged, tracked, and progressed in line with policy and timescales
Negotiating and agreeing appropriate resolutions and redress with customers
Analysing complaint data and identifying trends, root causes, and opportunities for improvement
Supporting continuous improvement across the complaints process and customer experience
Coaching and supporting colleagues, including new team members, on complaint handling best practice

What You’ll Bring

You’ll bring a strong background in complaint handling and customer service, along with the confidence to manage complex cases and influence at a senior level.

Essential:

Proven experience managing complex complaints, including Stage 2 investigations
Experience leading on Housing Ombudsman responses and handling regulatory requirements
Strong organisational skills, with the ability to manage competing priorities and track cases effectively
Excellent written communication skills, with the ability to produce clear, concise and empathetic responses
Strong stakeholder management skills, with the ability to influence and challenge constructively
Experience analysing data and using insight to drive improvements
High levels of resilience, professionalism, and attention to detail
Strong IT skills, including Microsoft Office and case management systems

Desirable:

Experience working within housing or a regulated environment
Experience supporting or coaching colleagues in complaint handling
Strong negotiation skills

You’ll also demonstrate a calm, resilient and customer-focused approach, with a genuine commitment to delivering fair outcomes and continuous improvement

What you’ll get in return:

This is a fixed term contract up until the end of July 2027 role working 35 hours per week. The role can be based at either our Liverpool or Congleton office, with a requirement to be office‑based for a minimum of two days per week.

You’ll be generously rewarded with a competitive salary and a great benefits package, including 35 days’ annual leave, plus bank holidays. This includes a 3-day Christmas closedown between Christmas and New Year and you have the option to buy up to 5 extra days annually.

You’ll also benefit from a company pension scheme where we contribute 10%, and colleagues can contribute anything from 3% upwards. We’re committed to our people’s wellbeing supported by an excellent management team, wellbeing champions, and mental health first aiders.

We actively encourage personal development, with plenty of opportunities to progress your career and access ongoing training, including formal qualifications.

We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff to share this commitment.

If you need any adjustments to apply or attend an interview, please let us know.

If you’re passionate about delivering excellent customer outcomes, confident in handling complex situations, and ready to help shape how we learn from feedback and improve our services, we’d love to hear from you.