Complaints Officer

Job title: Complaints Officer
Location: London SE1 – Hybrid (2 days in office per week)
Start Date: ASAP
Contract Type: Temporary 3-6 months
Weekly Hours: 35 hours per week

Job Purpose

We’re currently recruiting for an experienced Complaints Officer to join a busy Customer Experience team on a temporary basis. This is a fast-paced role where you’ll manage a high volume of complaints, including Housing Ombudsman and MP enquiries, ensuring cases are resolved efficiently and within strict deadlines.

This is an excellent opportunity for someone who thrives in a structured, target-driven environment and can hit the ground running.

Key Responsibilities:

Manage end-to-end complaint cases, ensuring timely and thorough resolution
Handle Housing Ombudsman and MP enquiries in line with regulations
Provide clear and consistent communication to customers throughout their complaint journey
Investigate complex and escalated complaints, identifying root causes and solutions
Liaise with internal departments to gather information and drive case progress
Escalate cases where necessary to ensure deadlines are met
Maintain accurate case records and manage a high-volume caseload
Support service improvements by identifying trends and recurring issues
Candidate Profile

Proven experience in complaints handling (housing or public sector desirable)
Strong knowledge of complaint processes and regulatory timeframes
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Confident dealing with challenging conversations and sensitive cases
Strong organisational and problem-solving skills
If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)