What the Job Will Be Doing
* Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations
* Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards
* Investigating complaints, gathering evidence and producing clear, well-structured responses
* Acting as a key point of contact for residents, providing empathetic and customer-focused support
* Identifying trends, themes and root causes from complaints to drive service improvement
* Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting
* Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations
* Monitoring complaint performance and contributing to reports for senior management
* Maintaining accurate records and ensuring compliance with data protection and regulatory requirements
* Promoting early resolution and continuous improvement across services
* Supporting the management of complex enquiries, including MP and CEO complaints
* Working collaboratively with internal teams to improve customer experience and service delivery
What You Will Need
* Experience in a customer-facing role, ideally within social housing or a similar sector
* Experience handling complaints, including writing formal responses
* Strong knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable)
* Excellent communication skills, with the ability to manage sensitive and complex situations
* Strong analytical and investigative skills, with the ability to identify trends and root causes
* Ability to manage multiple cases and work independently in a fast-paced environment
* Strong organisational and IT skills, including experience with CRM or housing systems
* A proactive and solutions-focused approach with a commitment to delivering excellent customer service
Salary description
£28.00 - £30.00 per hour