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Weaver Vale Housing Trust
Complaint Liaison Officer

Complaint Liaison Officer

On site

Rudheath, United kingdom

£ 36,720 /year

Freelance

07-01-2026

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Job Specifications

Job Title: Complaint Liaison Officer (Permanent)

Hours: 37 hours per week (to be worked flexibly in line with business needs)

Salary: £36,720.00 per annum, (Plus *Casual User Mileage Allowance)

Location: Based at Gadbrook Park, Northwich. Working across core locations such as: Warrington and Cheshire.

Flexibility to work from a variety of places including our office at Gadbrook Park, Northwich and home (dependent on the job role and the needs of our customer, our organisation and our teams)

Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation? Our values are Compassionate, Accountable, Respectful and Exceptional, we are constantly striving to demonstrate these values in our day to day working environment and culture.

The Opportunity

Weaver Vale Housing Trust has two exciting opportunities for someone who is looking to develop their career with a great company. We are looking for two driven, diligent, and friendly Complaints Liaison Officer’s to join our Customer Voice Team.

What Will You Do?

To ensure that all complaints are handled with a person-centred approach, meeting the obligations of the Trust’s Complaints, Compensation and Redress Policies and the Housing Ombudsman (HO) Complaint Handling Code.

To proactively manage and investigate an allocated caseload of customer complaints and MP/Councillor enquiries within agreed timescales and quality standards. Identifying the appropriate resolutions that enable the Trust to build trust with customers by resolving complaints and making recommendations which enable the Trust to learn from complaints.

Minimum Requirements For This Role*

At least four grade GCSE 4-9 / A* - C (Math’s and English) or equivalent level of qualification.
Full UK driving licence
Experience of working in a complaint handling environment
Working in a customer focused environment.
Experience of responding to complaints in person and in writing
Understanding the role of the Housing Ombudsman Service
Awareness of the Housing Ombudsman’s Complaint Handling Code

This role will require the successful candidate to undergo a DBS check.

Due to the nature of the role, a full current driving license and access to a car is essential. The role will also require the successful candidate to undergo a DBS check.

In line with the Trust’s Disclosure & Barring Policy, please confirm WITHIN YOUR APPLICATION if you have any current convictions under the Rehabilitation of Offenders Act 1974. Applicants will be subject to a DBS check.

Additionally, due to the flexible working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

Please see Accountability profile for further information and requirements.

Benefits

Competitive salary
Generous annual leave entitlement - 24-29 days (entitlement increases 1 day each year, over the first 5 years) holidays plus UK public/bank holidays (based on level of service) (part time pro rata)*
Ability to buy up to 5 days additional annual leave* (pro rata for part-time) each year*
12% employer contribution to our Pension Scheme (minimum 2% employee contribution) with life assurance benefit*.
Contribution to the cost of nursery or afterschool care to help with childcare costs*
Commitment to support your ongoing learning and development, with the opportunity to develop a range of transferable skills.
Day off for your Birthday to be taken during your birth month (based on contractual hours)
One day’s paid leave (per year) to support a charity or community group of your own choice*
Candidate Referral Scheme*
An annual Health and Wellbeing Allowance or the option to enrol in a Health Cash Plan*
‘Thank you’ gift for your continuous service starting at 5 years’ service, and every 5 years’ thereafter.
24/7, 365 day Employee Assistance Programme (EAP) including free counselling
Compensation for professional memberships which are an expressed requirement for the role.
Free annual flu vaccines and free Eye Care Vouchers*
Discounts on a gym membership and phone contract
Cycle to work scheme*
Free to use car park at our office on Gadbrook Park
Involvement in regular health and wellbeing initiatives and charity fundraising activities
Opportunities to give feedback and join various colleague forums, to help shape change at the Trust.
Benefits offered providing you meet the eligibility criteria

How To Apply

Closing date for applications: Monday 09/02/2026 (12:00 noon)

(Please note: applications submitted after the deadline may not be considered. To avoid disappointment, apply early as the role may close ahead of schedule depending on applicant volume)

First stage (virtual interviews): TBC

Second stage in person interviews and assessment: Thursday 26/02/2026

Please review the job Information pack (on our website: ) for further information and submit your CV with a covering letter (max. 2 pages) demonstrating how you meet the Essential and Desira

About the Company

Weaver Vale Housing Trust is a housing association formed in July 2002, operating in Cheshire and Warrington. We own more than 6,500 homes, plus garages, shops, community play areas, and green open spaces. The homes are spread across a large area of Cheshire, including some places where poverty and hardship are a stark reality in light of the cost-of-living crisis. We are committed to doing all it can to improve people’s quality of life. We have a clear vision for our future that places people at the heart of all we do b... Know more