Complaints Officer

Marks Consulting Partners are currently looking for a Complaints Resolution Officer to work with one of our local authority clients.

What the Job Will be doing

• Managing and investigating Stage 1 and Stage 2 complaints within a social housing environment.
• Handling complex complaints in line with the Housing Ombudsman Complaint Handling Code.
• Conducting detailed investigations by reviewing tenancy records, repairs histories, correspondence and relevant policies.
• Preparing clear, accurate and well-structured complaint response letters.
• Managing Housing Ombudsman enquiries, investigations and information requests.
• Preparing evidence, case files and submissions for Housing Ombudsman investigations.
• Responding to enquiries from Councillors, MPs and other stakeholders.
• Identifying service failures, investigating root causes and recommending appropriate resolutions.
• Working closely with Housing Management, Repairs, Customer Services and other internal departments to resolve complaints.
• Monitoring agreed actions and ensuring remedies and commitments are delivered within required timescales.
• Maintaining accurate complaint records and ensuring compliance with statutory and organisational deadlines.
• Identifying trends and lessons learned to support service improvements and reduce repeat complaints.