Description
We are recruiting for a Complaints Reviewer to join a housing organisation’s Complaints Service on a 3-month temporary contract, with potential to extend.
This is a hybrid role based in Hammersmith. You will work 2 days per week in the office and 3 days from home. Office attendance on Wednesday and Thursday is mandatory.
The role focuses on reviewing stage 2 complaints, assessing the quality of stage 1 investigations and making fair, evidence-based decisions in line with organisational policy, regulatory requirements and the Housing Ombudsman Service Complaint Handling Code.
You will take ownership of stage 2 reviews from acknowledgement through to closure, keeping residents updated, drafting clear written responses and identifying learning that can improve first-stage resolution.
Key responsibilities
- Review stage 2 complaints and assess whether stage 1 investigations have been fair, thorough and compliant.
- Make evidence-based decisions on complaint outcomes, compensation levels and appropriate remedies.
- Ensure stage 2 reviews are completed within regulatory timescales.
- Identify service failures, recommend appropriate redress and support effective complaint resolution.
- Draft high-quality response letters with clear reasoning and balanced decision-making.
- Maintain accurate records of customer contact, evidence reviewed and decisions made.
- Work with operational teams, service managers and colleagues across the Complaints Service to support consistent complaint handling.
Essential requirements
- Demonstrable experience of complaint handling within a regulatory environment, managing cases through to resolution.
- Proven experience reviewing the quality of complaint investigations and assessments carried out by others.
- Experience working with compensation frameworks and making evidence-based decisions on redress.
- Excellent written communication skills, including clear and balanced response letters and reports for senior audiences.
- Excellent verbal communication and interpersonal skills with residents, colleagues and senior stakeholders.
- Advanced analytical skills, including assessing investigation quality, identifying evidence gaps and deciding next steps.
- Confident decision-making and sound judgement around complaint outcomes, compensation and organisational risk.
- Meticulous attention to detail and a quality-focused approach to complaint resolution.
- Ability to work independently and take ownership of complex reviews.
- Resilience and professionalism when managing challenging complaints and stakeholders.
- Intermediate IT skills, including Microsoft Office.
- Willingness to complete a basic criminal record check.