Description
Complaints Reviewer
£33.42 per hour Umbrella | Initial 3-month contract | Hybrid – Hammersmith
We are currently recruiting for an experienced Complaints Reviewer to join a leading London-based G15 housing organisation on an initial 3-month temporary contract, with a strong likelihood of extension and potential for a longer-term opportunity.
This is a specialist role within the organisation’s Customer Experience and Complaints Service, focused specifically on the review and resolution of Stage 2 complaints. You’ll play a key role in ensuring complaints are thoroughly investigated, fairly assessed and resolved in line with regulatory requirements and the Housing Ombudsman Service Complaint Handling Code.
The Role
As a Complaints Reviewer, you will take ownership of complex Stage 2 complaints from acknowledgement through to closure. You’ll critically assess Stage 1 investigations, identify any gaps or service failures, make evidence-based decisions and determine appropriate outcomes, compensation and redress.
You’ll also use learning from complaints to help improve first-stage resolution and reduce future escalations.
Key responsibilities will include:
- Leading the review of Stage 2 complaints and assessing the quality and completeness of Stage 1 investigations.
- Making independent, evidence-based decisions on complaint outcomes, compensation and other remedies.
- Ensuring complaints are managed within regulatory timescales and in accordance with the Housing Ombudsman Service Complaint Handling Code.
- Taking ownership of complex and ongoing complaints through to resolution.
- Identifying service failures and determining appropriate redress.
- Keeping residents informed throughout the process and communicating decisions clearly and sensitively.
- Drafting high-quality Stage 2 response letters and reports demonstrating balanced decision-making and clear reasoning.
- Reviewing evidence, identifying gaps and determining appropriate next steps.
- Maintaining accurate records of investigations, customer contact and decisions on the organisation’s CRM system.
- Working collaboratively with operational teams, service managers and wider departments to achieve effective complaint resolution.
- Sharing learning and best practice across the Complaints Service.
About You
We’re looking for someone with strong experience in complaints handling and investigation within a regulated environment, ideally within social housing or a similarly regulated customer-focused organisation.
- Demonstrable experience managing complaints through to resolution.
- Proven experience reviewing the quality of complaint investigations carried out by others.
- Experience working with compensation frameworks and determining appropriate redress.
- Excellent written communication skills, particularly in drafting detailed and balanced complaint responses.
- Strong analytical skills and the ability to assess evidence and identify gaps in investigations.
- Confident decision-making skills and sound judgement around complaint outcomes, compensation and organisational risk.
- Excellent communication and stakeholder management skills.
- Strong attention to detail and a quality-focused approach.
- The ability to work independently and take ownership of complex cases.
- Resilience and professionalism when dealing with challenging complaints and stakeholders.
- Good IT and Microsoft Office skills.
About the Organisation
You’ll be joining a well-established London housing organisation committed to providing quality homes and services to its residents. The organisation has a strong focus on customer experience, improving services and learning from resident feedback, with its Complaints Service playing an important role in driving service improvements and reducing repeat issues.
Working Pattern
- Wednesday & Thursday: Mandatory attendance at the Hammersmith office
- Monday, Tuesday & Friday: Working from home
Contract & Pay
- £33.42 per hour Umbrella
- Initial 3-month temporary contract
- Strong likelihood of extension / longer-term opportunity
- Hybrid working
- Hammersmith-based office
- Immediate / quick start preferred
Apply Now
We are looking to move quickly with this opportunity, so if you have strong Stage 2 complaints experience and are available for an immediate or near-immediate start, we would love to hear from you.
Please apply with your up-to-date CV and we will be in touch to discuss the role in more detail.