Complaints Officer This is an excellent opportunity for an experienced Complaints Officer with a strong understanding of public sector complaint handling, ideally within a local authority or housing association, to deliver fair, timely, and high-quality outcomes for residents. Key Responsibilities * Manage a caseload of complaints, ensuring investigations are thorough, balanced, and completed within agreed timescales. * Handle Stage 1 (and where required Stage 2) complaints in line with organisational policies and statutory requirements. * Draft clear, accurate, and empathetic written responses that address resident concerns and demonstrate learning outcomes. * Liaise with internal departments, contractors, and external stakeholders to gather information and resolve issues effectively. * Identify themes and trends within complaints and contribute to service improvement initiatives. * Ensure compliance with relevant legislation, policies, and best-practice complaint-handling standards. About You * Proven experience working as a Complaints Officer within the public sector, ideally a council or housing association. * Strong written and verbal communication skills, with the ability to explain outcomes clearly and sensitively. * Excellent organisational skills and the ability to manage multiple cases simultaneously. * A good understanding of complaints processes within a regulated environment. ...