JobPurposeComplaintsOfficer Toleadontheinvestigationofcomplexandhigh-levelcomplaints,ensuringSHPremainscompliantwiththeHousingOmbudsmansComplaintHandlingCode. Youwilluseattentiontodetailtoextractinsightsfromcasefiles,drivingorganisationallearningandservicerecoverytoimprovethelivesofourresidents. KeyAccountabilitiesComplaintsOfficer 1.CaseManagement&ResolutionComplaintsOfficer ComplaintsOfficerLeadInvestigations: Takefullownershipofcomplexcases,includingStage1andStage2complaints,high-profileMemberEnquiries(MEs),andformalHousingOmbudsmancases. ComplaintsOfficerDirectIntervention: ProactivelyreduceescalationstoStage2andtheOmbudsmanthroughdirectresidentcontact,negotiation,andearlyinterventiontorebuildtrust. ComplaintsOfficerRemedy&Redress: Provideexpertguidancetostaffonachievingearlysettlements,strictlyapplyingtheHousingOmbudsmansGuidanceonRemediestoensurefairandconsistentcompensation. ComplaintsOfficerActionTracking: Proactivelymonitorandrecordallcommittedactionsfromcomplaintoutcomestoensuretheyarecompleted,reducingtheriskofrepeatdissatisfaction.