Description
3-Month Temporary Contract (Initial)
£27.27 - £31.82 per hour Umbrella (DOE)
London Bridge | 4 Days Office / 1 Day Home Working
We're working with a well-established resident-led housing organisation that manages over 1,500 homes in Central London. With a strong focus on putting residents first, the organisation is committed to delivering high-quality housing services, embracing innovation, and ensuring residents' voices shape service delivery. This is a fantastic opportunity to join a close-knit team where you'll have a genuine impact on improving customer outcomes.
The Role
As Complaints Officer, you'll take ownership of the end-to-end complaints process, ensuring complaints are handled fairly, empathetically and in line with the Housing Ombudsman Complaint Handling Code. Working closely with operational teams, you'll investigate complex complaints, identify learning opportunities and help drive continuous service improvements across the organisation.
Key Responsibilities
- Manage and investigate Stage 1 complaints from receipt through to resolution.
- Lead on Stage 2 complaints and Housing Ombudsman referrals.
- Draft high-quality, clear and empathetic complaint responses.
- Liaise with internal departments to gather evidence and resolve complaints effectively.
- Manage MP enquiries, Ombudsman cases and other customer correspondence.
- Coordinate statutory information requests including FOI, EIR and Data Protection Requests.
- Maintain accurate complaint records and performance data.
- Identify trends, recommend service improvements and monitor implementation.
- Calculate compensation and goodwill payments in line with policy.
- Promote a positive complaints culture focused on early resolution and resident satisfaction.
About You
We're looking for someone who has:
- Previous experience managing complaints within social housing, local government or another public sector environment.
- Strong knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience investigating complex complaints and producing high-quality written responses.
- Knowledge of FOI, EIR and Data Protection legislation.
- Excellent communication and stakeholder management skills.
- Strong organisational skills with the ability to manage a busy caseload.
- Experience using case management or complaints systems.
- A proactive, solutions-focused approach with a genuine commitment to improving customer experience.
What's on Offer
- 3-month temporary contract initially
- £27.27 - £31.82 per hour Umbrella (depending on experience)
- Hybrid working – 4 days in the London Bridge office, 1 day working from home
- Opportunity to join a respected resident-focused housing organisation making a real difference to local communities.
- Immediate start available.
Interested?
Apply today with your up-to-date CV. Interviews will be arranged as suitable applications are received.