Description

Complaints Officer | Temporary 3 Month Contract | Remote 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