Job Description
Job title – Complaints Resolution Officer
Location – London (SE1) – Hybrid Working
Contract – Full-Time, Permanent
Start Date – Asap
Salary - £40,000 per annum
We’re working with a South London housing provider to recruit a Complaints Resolution Officer to join their newly established Complaints Centre of Excellence. This is a fantastic opportunity to play a pivotal role in rebuilding trust with residents and delivering a high-quality, fair and transparent complaints service.
You’ll take ownership of Stage 1 complaints, investigate thoroughly, and deliver clear, empathetic written responses—championing continuous service improvement across the organisation.
Key responsibilities
1. Investigate and resolve Stage 1 complaints in a timely and customer-focused manner.
2. Deliver high-quality written responses that are empathetic, fair, and evidence-based.
3. Manage and triage the complaints inbox, accurately logging and allocating cases.
4. Collaborate across departments to gather case information and provide joined-up resolutions.
5. Identify recurring service challenges and provide feedback to improve processes.
6. Maintain comprehensive case records and support quality assurance activities.
7. Promote and embody a customer-first culture across all complaint-handling practices.
What We’re Looking For
Essential Experience & Skills:
8. Minimum 1–2 years' experience handling complaints within a Housing Association.
9. Proven ability to write clear, empathetic, and professional response letters.
10. Strong understanding of the Housing Ombudsman Code of Practice.
11. Excellent written and verbal communication skills.
12. A customer-first mindset with the ability to challenge constructively and support service improvement.
13. Highly organised, detail-oriented, and resilient under pressure.
Desirable:
14. CIH qualification
15. Experience identifying service trends and contributing to learning initiatives
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk