About the Role
We are seeking experienced Complaints Officers to join a busy Social Housing team within a West Midlands local authority. You will be responsible for managing and responding to Stage 1 complaints, ensuring timely, accurate, and customer-focused resolutions in line with statutory and internal policies.
Key Responsibilities
* Handle Stage 1 complaints relating to social housing services.
* Investigate issues thoroughly and liaise with relevant departments to gather information.
* Draft clear, professional responses within agreed timescales.
* Maintain accurate records and update case management systems.
* Provide excellent customer service and ensure compliance with complaint handling standards.
Requirements
* Previous experience in complaints handling within social housing or local government.
* Strong written communication skills for drafting formal responses.
* Ability to manage caseloads and meet deadlines.
* Knowledge of housing legislation and complaint procedures is desirable.
* Proficient in IT systems and case management tools.
Working Arrangements
* Hybrid role: 3 days per week in the office, remainder remote.
* Full-time hours (37 per week)