Description
A leading London housing association is seeking two experienced Complaints Leads to join their customer experience team and support the resolution of complex housing and repairs complaints. The organisation provides safe, affordable, and sustainable homes for thousands of residents across London and the South East, with a strong focus on community impact, fairness, and excellent customer service.
- Location: Kings Cross, London – Hybrid (2 days office-based, 3 days remote)
- Rates: £36.24 per hour (Umbrella) / £27.48 per hour (PAYE)
- Contract: Initial 3-months with strong potential for longer term for the right person
- Start date: ASAP – candidates must be available within 2 weeks
The Role
As a Complaints Lead, you’ll take ownership of a high-volume caseload of escalated Stage 2 complaints and Housing Ombudsman cases. You’ll be responsible for delivering clear, fair, and timely responses while identifying learning opportunities to improve service delivery and reduce future complaints.
Your day-to-day will include:
- Managing and resolving complex Stage 2 housing and repairs complaints (handling around 10 cases per week)
- Drafting detailed and high-quality Stage 2 responses
- Liaising with the Housing Ombudsman and ensuring compliance with the Complaint Handling Code
- Advising service leads and operational teams on best practice and complaint resolution
- Analysing complaint trends and contributing to service improvement initiatives
- Supporting efforts to reduce the current backlog of complaints
About You
- Proven experience handling Stage 2 and/or Ombudsman housing complaints (essential)
- In-depth knowledge of the housing and repairs sector
- Excellent written and verbal communication skills with strong attention to detail
- Confident in managing high workloads and prioritising effectively
- Collaborative, solution-focused, and resilient under pressure
This is an exciting opportunity to make a direct impact on improving resident experience within one of London’s most respected housing providers. You’ll be joining a passionate, customer-driven team committed to delivering meaningful change and ensuring every complaint is handled with care, fairness, and professionalism.