Location: Hybrid - Croydon office until December 2025 and then linked to either Maidstone or Penge
Salary: Croydon £29,156 - £40,090 per annum pro rata / Maidstone £26,665 - £36,666 per annum pro rata
Hours: 36 per week
Contract Type: Fixed Term Contract/Secondment for 9 months
We’re looking for a Customer Complaints Specialist who is passionate about making things right for our customers. In this role, you’ll be the first point of call for resolving concerns quickly, fairly, and with empathy, making sure every case is handled in line with Clarion’s policies, the Housing Ombudsman Complaint Handling Code, and the Regulator of Social Housing’s Consumer Regulations. Your work will play a big part in maintaining strong customer relationships, improving service quality, and ensuring every response is timely, professional, and understanding.
You’ll bring experience of managing and resolving complaints in a regulated environment, ideally within housing, and the confidence to navigate even the most sensitive conversations with care. Your exceptional communication skills will help you listen, reassure, and guide customers towards fair and positive outcomes. Alongside this, you’ll have the problem-solving and investigative abilities to dig into root causes and recommend lasting solutions.
Organisation will be key, as you’ll manage a high caseload while keeping every detail accurate and every deadline met. You’ll also be comfortable using CRM systems, fully aware of data protection requirements, and confident in producing clear, effective written communication across a variety of formats. Most importantly, you’ll bring empathy, professionalism, and the determination to turn a challenging situation into a positive experience for our customers.
If this sounds like an opportunity for you, then please review the full role profile before applying - Customer Complaints Specialist.
Closing Date: Tuesday 21st October 2025 at midnight.
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This is a hybrid role with a base location at our Croydon office until December 2025 and then either in Maidstone or Penge. Candidates will be expected to work from home and the office in line with business needs.
Occasional travel may be required with attendance at your designated office base and occasional travel to other Clarion offices as and when required.
Top Skills
What We Do
We are Clarion - the country’s largest housing association, We provide a home to 350,000 people nationwide. We build more than 2,000 new homes a year and through Clarion Futures (our charitable foundation) we provide opportunities for our residents to thrive – supporting people into work, improving neighbourhoods and focusing on sustainability.
We exist because there is a housing crisis in our country. There simply aren’t enough affordable and suitable places for people to live. You might have experienced this yourself, or have friends and family who have.
We believe having a home to call your own is fundamental to being able to access the right opportunities in life. That is why our mission is to provide homes for those who need them most,
We’re all driven by this shared purpose at Clarion. We want to ensure that everyone has the opportunity to build a better future and we’re relentless in pursuing it
