Who You Are As a Customer Complaints and Insight Officer at Sutton Housing Partnership, you are dedicated to putting residents at the heart of everything you do. You are an agile team member, capable of working in a fast-paced environment, and you collaborate effectively to ensure organizational learning and improvement through complaint handling. What the job involves Your role involves leading the investigation of complex and high-level complaints, ensuring compliance with the Housing Ombudsman’s Complaint Handling Code. You will manage and resolve complaints, reduce escalations through direct intervention, and provide guidance on remedies. Additionally, you will extract insights from case files for service recovery and work on regulatory compliance by preparing accurate case files and conducting sector research. Skills Complex case investigation Attention to detail Negotiation and intervention Guidance on remedies and redress Regulatory compliance knowledge Sector research and benchmarking