Location
London Bridge (Park Street Office), London, Greater London

Hours
Full Time - 37.5 hours per week (typical for apprenticeships unless otherwise stated)

Salary
Up to £30,015 per year

About the Role
Hyde is looking for a Complaints Officer Apprentice to join our customer-focused Complaints team. This is a fantastic opportunity to start your career in customer service while gaining practical experience, professional support and a recognised Level 3 Customer Service Specialist Apprenticeship over 18-19 months. As a Complaints Officer Apprentice, you will help deliver a professional and responsive complaints service. Working alongside experienced colleagues, you will support the administration and monitoring of customer complaints, gather information for investigations and keep customers informed about the progress of their cases. Key duties include supporting the administration and coordination of customer complaints, enquiries and service requests; gathering correspondence, case information and supporting evidence to assist with complaint investigations; maintaining accurate case records, monitoring response timescales and helping progress outstanding actions; preparing draft customer correspondence and case summaries in clear, plain English; and working with teams across Hyde to obtain updates, identify recurring complaint themes and support improvements to the customer experience. Hyde is part of one of the UK’s leading housing providers, managing around 120,000 homes nationwide. We are committed to building safe, sustainable communities where people can thrive. This apprenticeship offers the opportunity to develop valuable skills in customer communication, complaint handling, case administration, stakeholder engagement, record keeping and service improvement, with guidance from experienced colleagues.

Experience
No prior experience required. A genuine interest in customer service and achieving positive outcomes for customers is essential.

About you
Clear written and verbal communication skills with the ability to communicate professionally and sensitively. Good organisational skills and attention to detail. A positive, collaborative approach and the ability to build effective working relationships. Basic Microsoft Office skills, a willingness to learn new systems and a commitment to completing the apprenticeship programme.

Qualifications
No formal qualifications are required to apply. Commitment to completing the Level 3 Customer Service Specialist Apprenticeship is expected.