We are currently looking to appoint a team of Complaints Officers to join a busy Housing Association on a 3-month temporary contract.
The Role
As a Complaints Officer, you will support the end-to-end management of Stage 1 and Stage 2 complaints, ensuring cases are investigated, tracked, and resolved in line with the Housing Ombudsman Complaint Handling Code, internal policies, and service standards.
Working within a fast-paced complaints team, you will be responsible for managing a caseload of complaints, liaising with internal stakeholders, gathering information, and ensuring responses are issued within agreed timescales.
Key Responsibilities
• Manage a caseload of Stage 1 and Stage 2 housing complaints from receipt through to resolution.
• Conduct detailed investigations and gather information from relevant service areas.
• Draft clear, accurate, and customer-focused complaint responses.
• Ensure complaint cases are logged and maintained accurately on internal systems.
• Monitor deadlines and ensure compliance with complaint handling timescales.
• Work closely with operational teams to obtain information and agree resolutions.
• Identify service failures and areas for improvement.
• Escalate complex cases where appropriate.
• Support the organisation in meeting Housing Ombudsman requirements and regulatory expectations.
• Provide updates and reports on complaint performance when required.
Requirements
• Previous experience handling Stage 1 and Stage 2 complaints within a Housing Association, Local Authority, or social housing environment.
• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Experience investigating complex complaints and producing written responses.
• Excellent written and verbal communication skills.
• Ability to manage a high-volume caseload and work to strict deadlines.
• Strong attention to detail and organisational skills.
• Experience using CRM or complaints management systems
Salary description
£19.00 - £19.00 per hour