Complaints Officer

Join a well-established Housing Association in a rewarding temporary role where you'll play a vital part in delivering an excellent customer complaints service.

This Customer Complaints Officer position offers the opportunity to manage complex complaints from receipt through to resolution, ensuring fair outcomes, regulatory compliance, and an excellent customer experience. The role is offered on a 3-month temporary contract with the potential for extension, providing consistent and stable work within a supportive and collaborative team.

You'll be responsible for investigating complaints, working closely with internal departments and contractors, and producing high-quality written responses in line with the Housing Ombudsman Complaint Handling Code. This is an excellent opportunity for an experienced housing complaints professional who thrives in a fast‑paced, regulated environment.

• Managing a caseload of Stage 1 and Stage 2 complaints from receipt through to resolution.
• Investigating complaints thoroughly by liaising with internal departments, contractors, and customers.
• Drafting clear, professional, and compliant complaint responses in line with the Housing Ombudsman Complaint Handling Code.
• Maintaining accurate records using CRM and case management systems.
• Keeping customers informed throughout the complaints process.
• Identifying complaint trends, lessons learned, and opportunities for continuous service improvement.

• Proven experience handling customer complaints within a Social Housing organisation or Housing Association.
• A strong working knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Stage 1 and Stage 2 complaints from investigation through to resolution.
• Excellent written communication and report‑writing skills, with experience producing formal complaint responses.
• The ability to independently manage a high-volume complaints caseload while meeting strict deadlines.

• Previous Social Housing complaints experience is essential.
• Experience working in line with the Housing Ombudsman Complaint Handling Code is essential.
• Candidates who do not have proven Social Housing complaints experience and Housing Ombudsman Complaint Handling Code knowledge will not be considered.
• Strong IT skills with experience using CRM or case management systems.

• £27.00 per hour.
• 3-month temporary contract with the potential for extension.
• Hybrid working – 3 days in the office and 2 days working from home.
• Supportive and collaborative team environment.
• Opportunity to work within a respected Housing Association and make a genuine difference to customer outcomes.

This role follows a hybrid working pattern, requiring 3 days per week in the office and 2 days working from home. Candidates must be able to reliably commute to the office and work collaboratively with the wider Customer Experience team.