We are currently working in partnership with a Housing Association based in Surrey, who are recruiting for a Stage One Housing Complaints Officer on a permanent contract. The position is due to start as soon as possible and is offering a salary of £41,000 per annum. The ideal candidate will have experience managing complaints within a Social Housing or Local Authority setting, have a strong understanding of the Housing Ombudsman Complaint Handling Code, and possess excellent written communication skills with the ability to produce clear and well-evidenced complaint responses. Duties will include (but are not limited to): • Managing housing complaints from start to finish, acting as the single point of contact for residents • Investigating complaints by liaising with housing, repairs, contractors and support teams • Drafting clear, balanced and evidence-based complaint responses within agreed timescales • Handling sensitive and complex cases involving vulnerable residents with empathy and professionalism • Ensuring complaints are handled in line with the Housing Ombudsman Complaint Handling Code and organisational policies • Maintaining accurate records on case management systems and monitoring complaint progress • Recommending remedies and compensation where appropriate in line with policy • Identifying complaint trends, lessons learned and opportunities for service improvement • Preparing reports and responses for managers, councillors, MPs and the Housing Ombudsman • Monitoring agreed actions and ensuring resolutions are implemented effectively Experience required: • Experience in complaints management • Experience working within Local Government and/or Social Housing • Working knowledge of the Housing Ombudsman Complaint Handling Code Skills, knowledge and expertise required: • Strong written communication skills for formal complaint responses • Excellent organisational and time management skills with the ability to meet deadlines • Good understanding of social housing operations, legislation and regulatory standards • Experience using data, KPIs and digital reporting tools to identify trends and learning • Strong communication and stakeholder management skills • Ability to maintain professionalism and fairness when handling challenging situations • Understanding of data protection principles and confidentiality requirements Rewards and Benefits: • Hybrid working • Flexible working arrangements • Permanent opportunity with long-term career development Working hours: • 37 hours per week • Monday – Friday, 9am-5pm Please note that you require recent experience to apply for this role. James Andrews is acting as an employment agency and business in relation to this role. Don’t forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews! Terms and conditions apply, contact us for details.