Complaints Officer

Location: North West London

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.

* Confident, resilient, and able to handle challenging or sensitive situations professionally.

* Able to work in the NW London office in line with service requirements.

If you’re a complaints professional looking for your next opportunity within the public sector, we’d love to hear from you. Please apply now to be considered for a virtual interview, or contact Emily Nolan for further information