Description
We are currently recruiting a Senior Complaint Resolution Officer to join a busy Housing Hub within a large London local authority, supporting the delivery of a high-quality complaints, enquiries and compliments service.
This is a key role for an experienced complaints professional who can manage complex cases, support service improvement and, where required, provide day-to-day supervision to a small team.
- Contract: Intial 3-month temp-contract (ongoing thereafter)
- Location: Hammersmith, West London
- Pay: £23.94 PAYE / £32.69 Umbrella
The Role
You will play a pivotal role in ensuring complaints and members’ enquiries are handled efficiently, fairly and in line with policy, preventing unnecessary escalation and meeting performance targets.
Key responsibilities include:
- Managing and responding to complex complaints, members’ enquiries and specialist investigations
- Acting as the first point of escalation for Customer Resolution Officers
- Monitoring and tracking multi-service complaints through to resolution, liaising with contractors and internal teams
- Quality-assuring written responses and investigations, providing coaching and support to officers
- Coordinating compensation payments and follow-up actions
- Contributing to performance reporting and promoting learning from complaints to drive service improvement
- Supporting and motivating the Customer Resolution Team
- Providing cover for the Customer Resolution Manager when required
Depending on operational need, you may line manage and supervise up to two Customer Resolution Officers.
About You
We’re looking for someone who brings strong experience, confidence and professionalism to complaint handling.
You will have:
- Experience working within the social housing sector
- Proven experience resolving complaints within a diverse community setting
- Knowledge and practical application of the Housing Ombudsman Code
- Experience managing complex caseloads and competing priorities
- Strong written and verbal communication skills
- Confidence working with elected members, senior managers and external stakeholders
- Proficiency in MS Word, Excel, Outlook and Teams
- The ability to lead, coach and motivate others
About the Organisation
This forward-thinking London borough is known for its strong community focus, commitment to inclusion and drive for continuous improvement. With an agile approach to working, the organisation actively supports flexible working and values collaboration, learning and innovation across services.
They are committed to equity, diversity and inclusion and welcome applications from all sections of the community, including candidates seeking flexible working arrangements.