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Complaint Specialist
Job in
London, Greater London, W1B, England, UK
Listed on 2026-06-26
Listing for:
Metropolitan Thames Valley
Full Time, Contract
position Listed on 2026-06-26
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual
Job Description & How to Apply Below
Location:
Beeston, Nottingham, NG9 1LA
Salary Banding: £30,629 - £32,241 Contract Type - 12 Month Fixed Term - Full Time 37.5hrs per week We're looking for a proactive, resilient, and detail-driven Complaints & Resolution Specialist to join our central team s is a high-profile role where you'll take ownership of complex complaints, working closely with MPs, the Ombudsman, and senior stakeholders to deliver fair outcomes and drive continuous service improvement.
• Act as the key point of contact for Stage 1 Central Services complaints, MP enquiries, and Ombudsman investigations
• Take ownership of complex and sensitive cases, ensuring effective resolution within agreed time frames
• Review and triage incoming complaints, allocating them appropriately or progressing them for formal investigation
• Build strong relationships with Ombudsman adjudicators, MPs, Regional Directors, and internal teams
• Prepare high-quality Ombudsman investigation packs, ensuring accuracy and completeness
• Collaborate with stakeholders to identify root causes, implement solutions, and improve services
• Maintain excellent case records using internal systems
• Ensure adherence to budgetary processes and best practice standards
What we're looking for:
• Proven experience in complaint management within a social housing environment
• Strong understanding of Housing Ombudsman policy and sector processes
• Excellent communication skills at all levels, both internal and external
• Ability to influence and lead stakeholders to drive complaint resolution
• Confidence to make decisions outside of standard policy where appropriate
• Strong understanding of business KPIs and your role in achieving them
• Ability to identify customer needs and deliver customer-focused outcomes
• Highly organised with the ability to work under pressure & manage your own workload
• Exceptional attention to detail and record-keeping standards
• Excellent written and verbal communication skills Why join us.
• Play a key role in handling high-impact, visible cases
• Influence real change and service improvement across the organisation
• Work with a collaborative, purpose-driven team
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