Job Title: Complaints Officer
Salary: £22 to £24 per hour
Contract: 3 month temporary
Location: Waterloo, London
Sector: Social Housing
Are you an experienced Complaints Officer with a background in Social Housing?
We're working with a well-respected local authority based in the Waterloo, London area who is looking for a dedicated professional to join their team on a temporary 3 month basis.
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About the Role
As a Complaints Officer, you will play a key role in ensuring residents receive a high-quality service by effectively managing and resolving formal complaints. You'll work closely with internal teams and residents to deliver fair, transparent, and timely outcomes in line with Housing Ombudsman guidelines.
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Key Responsibilities
* Manage and investigate stage 2 complaints in line with policy and procedure
* Liaise with residents, contractors, and internal departments to gather information and agree resolutions
* Draft detailed and accurate written responses within required timeframes
* Identify recurring issues and work with teams to implement service improvements
* Ensure all cases are logged and tracked accurately on the internal system
* Support the delivery of a customer-focused complaints process that promotes learning and accountability