Complaints Advisor – Social Housing
Location: South West London (hybrid working available)
Salary: c.£34,000 per annum
Contract: Permanent, Full-Time
An established and reputable housing provider is seeking an experienced Complaints Advisor to join their customer experience team.
This is a key role focused on investigating and resolving customer complaints, ensuring a high-quality service and positive outcomes for residents.
Key Responsibilities:
* Manage and investigate complex complaints through to resolution
* Ensure responses are compliant with the Housing Ombudsman Complaint Handling Code
* Liaise with internal stakeholders to resolve issues and prevent escalation
* Respond to enquiries from external parties including MPs and the Housing Ombudsman
* Maintain accurate records of complaints and ensure full audit trails on CRM systems
* Identify trends and support service improvements to enhance customer experience
About You:
* Essential: Experience handling complaints within the social housing sector
* Strong understanding of complaints processes and regulatory requirements
* Excellent communication and stakeholder management skills
* Ability to manage complex cases and work under pressure to deadlines
* Customer-focused, with a proactive and solution-driven approach
What’s on Offer:
* Hybrid working (following initial onboarding period)
* Supportive and collaborative working environment
* Opportunity to influence service delivery and improve customer outcomes