Complaints Officer
South London | Hybrid Working
We are currently recruiting for an experienced Complaints Officer to join a customer-focused housing organisation in South London.
This is an excellent opportunity for someone with strong customer service and complaint handling experience to play a key role in ensuring residents receive a professional, fair, and efficient complaints service in line with the Housing Ombudsman Complaint Handling Code.
Key responsibilities include:
* Managing and administering formal complaints through a CRM system
* Monitoring complaint progress and ensuring deadlines are met
* Supporting managers with complaint responses and resolutions
* Maintaining accurate records, reports, and complaint trackers
* Liaising with residents, contractors, and internal departments
* Supporting Housing Ombudsman case management and evidence collation
* Assisting with complaints learning, service improvement initiatives, and customer engagement activities
* Producing reports and trend analysis relating to complaints and compensation
The successful candidate will have:
* Previous experience within complaints, customer service, or housing environments
* Strong written and verbal communication skills
* Excellent organisational skills and attention to detail
* Experience using CRM systems and Microsoft Office packages
* Ability to manage workloads independently and work collaboratively within a team
* A proactive and customer-focused approach
Housing sector experience and knowledge of the Housing Ombudsman Complaint Handling Code would be highly advantageous