Job Description
3 months contract with a local authority
Job Purpose
* The Complaint Lead is responsible for delivering a high ‑quality complaints experience in line with regulatory standards, including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly, responded to promptly, and resolved in a customer ‑focused and compliant manner.
Key Duties/Accountabilities
* Deliver a high ‑quality complaints service in line with the Housing Ombudsman’s Code and regulatory requirements.
* Review, investigate and respond to all customer concerns in a positive, helpful and solution ‑focused manner.
* Manage a full range of case types, including service requests, Stage 1 and Stage 2 complaints, Ombudsman enquiries, MP and Councillor enquiries.
* Tailor responses and support to meet the diverse needs of residents, including vulnerable customers or those facing challenging circumstances.
* Manage customer expectations clearly and professionally, providing alternative solutions where possible.
* Draft clear, accurate and thorough responses to the Housing Ombudsman Service.
Essential Experience Required
* Experience assisting customers across multiple communication channels such as telephone and email.
* Experience working in a busy customer ‑facing environment managing a variety of enquiries.
Essential Qualifications Required
* Training or certification in customer service, complaint handling, housing management, or related fields.
Additional information to note
* Working hours: 35 hours per week
* Building 1092, Gallery Drive, Kent Science Park, Sittingbourne, Kent, ME9 8GA, United Kingdom
* Work pattern - Hybrid for 2 days may be option based on training completion, also working from the Croydon office can be an option
* We work on Bi weekly payment schedule
The role closes on 10th April 2026, apply ASAP.
Requirements
The Complaint Lead is responsible for delivering a high‑quality complaints experience in line with regulatory standards, including the Housing Ombudsman Code. The role ensures that all complaints are investigated thoroughly, responded to promptly, and resolved in a customer‑focused and compliant manner