We’re working with a well-established local authority in Surrey that manages a large and diverse housing portfolio and is known for its strong focus on customer experience, service improvement and accountability. The organisation is currently strengthening its Housing complaints function and is looking for an experienced Complaints Resolution Officer to support service delivery and learning across the department. This role sits within a specialist Insight & Improvement / Housing Service Delivery function and plays a key part in ensuring complaints are handled fairly, efficiently and in line with the Housing Ombudsman Complaint Handling Code, while driving service improvements through insight and learning. The role You will lead on the end-to-end management of housing complaints, acting as a key point of contact for residents and internal teams. This is a hands-on role combining investigation, resolution, reporting and stakeholder engagement. Managing and investigating Stage 1 and Stage 2 housing complaints Drafting clear, professional and empathetic complaint responses Liaising with residents, internal services, councillors and MPs Managing enquiries from the Housing Ombudsman and Local Government Ombudsman Handling FOI requests and complex member or MP enquiries Monitoring complaint performance, identifying trends and embedding lessons learned Supporting the development of policies, procedures and service improvements Ensuring compliance with statutory requirements, legislation and best practice What we’re looking for Proven experience in housing complaints handling and resolution Strong knowledge of the Housing Ombudsman Complaint Handling Code Confidence managing complex or sensitive cases independently Experience working with a wide range of stakeholders, including vulnerable residents Strong written skills with the ability to produce high-quality, defensible responses Experience within social housing or local government is desirable but not essential What’s on offer £280 per day (Inside IR35) Hybrid working – 1–2 days per week in the office, 3-4 days from home Initial 3-month contract, with a strong possibility of permanent employment subject to performance Opportunity to work within a collaborative, improvement-focused housing service