3 months contract with a local authority Job Purpose The Complaint Lead is responsible for delivering a high ‑ quality complaints experience in line with regulatory standards, including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly, responded to promptly, and resolved in a customer ‑ focused and compliant manner. Key Duties/Accountabilities Deliver a high ‑ quality complaints service in line with the Housing Ombudsman ’ s Code and regulatory requirements. Review, investigate and respond to all customer concerns in a positive, helpful and solution ‑ focused manner. Manage a full range of case types, including service requests, Stage 1 and Stage 2 complaints, Ombudsman enquiries, MP and Councillor enquiries. Tailor responses and support to meet the diverse needs of residents, including vulnerable customers or those facing challenging circumstances. Manage customer expectations clearly and professionally, providing alternative solutions where possible. Draft clear, accurate and thorough responses to the Housing Ombudsman Service. Essential Experience Required Experience assisting customers across multiple communication channels such as telephone and email. Experience working in a busy customer ‑ facing environment managing a variety of enquiries. Essential Qualifications Required Training or certification in customer service, complaint handling, housing management, or related fields. Additional information to note Working hours: 35 hours per week Building 1092, Gallery Drive, Kent Science Park, Sittingbourne, Kent, ME9 8GA, United Kingdom Work pattern - Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option We work on Bi weekly payment schedule The role closes on 10 th April 2026, apply ASAP.