Posted: 17 June
The role
Step into a rewarding temporary contract role offering a competitive hourly rate and hybrid working, supporting a busy customer experience function within the housing sector.
This Complaints Officer position gives you the opportunity to manage and resolve customer complaints end-to-end, ensuring fair outcomes, regulatory compliance, and a high standard of customer service, all while working in a supportive and collaborative environment focused on continuous improvement.
Id love to hear from anyone with experience as a Complaints Officer, Customer Resolution Officer, or within housing/customer service case management, who can confidently manage a busy caseload and deliver high-quality written responses.
In this position, you will: Investigate cases thoroughly, liaising with internal teams and contractors
Draft clear, compliant responses aligned with Housing Ombudsman Complaint Handling Code
Ensure accurate case recording on CRM systems
Communicate with customers throughout the complaints process
Identify trends, learning outcomes, and service improvements
Id love to speak to anyone who has: Experience handling Stage 1 and Stage 2 complaints
Strong understanding of the Housing Ombudsman Complaint Handling Code
Excellent written communication and report-writing skills
Ability to manage a high-volume caseload and meet deadlines
Exper...
