Complaints Officer

We are recruiting on behalf of a housing organisation for an experienced Complaints Officer to support the Assets Complaints function during a period of review.

The principal focus of the role will be to lead on the management and collation of Housing Ombudsman information requests, while supporting the Assets Complaints Manager to ensure short-notice Housing Ombudsman Service ordered complaints and compliance actions are completed within required timescales.

This is a varied and fast-paced role suited to someone who is confident, organised and tenacious, with the ability to challenge and influence colleagues to ensure actions are followed through to successful outcomes.

Key Responsibilities:

Lead on the collation, coordination and management of Housing Ombudsman information requests.
Support the Assets Complaints Manager with short-notice Housing Ombudsman Service ordered complaints.
Monitor and coordinate compliance actions, including inspection orders and complex works.
Liaise with repairs, assets and wider internal teams to ensure actions are completed within required timescales.
Provide constructive challenge and maintain oversight of actions through to completion.
Support the management, response and resolution of complex complaints.
Maintain accurate records and ensure relevant systems are kept fully up to date.
Identify risks, delays and outstanding actions, escalating where appropriate.
Support learning from complaints, outcomes and customer experiences.
Build effective relationships across teams to influence positive outcomes for residents.
Ensure work is delivered in line with regulatory requirements, policies and procedures.
Provide a high-quality, resident-focused service throughout the complaints process.

The successful Complaints Officer will have:

Experience in social housing, ideally within a repairs or assets environment.
Experience managing, responding to and resolving complaints.
Strong knowledge of Housing Ombudsman processes and regulatory requirements.
Excellent organisation and time management skills, with the ability to meet tight deadlines.
A confident, assertive and tenacious approach, with the ability to challenge and influence colleagues.
Strong communication skills and the ability to build rapport with residents.
A resident-focused approach, with an understanding of diversity, inclusion and reasonable adjustments.
The ability to manage competing priorities and work effectively across multiple teams.
A commitment to learning from complaints and improving services.

Why Apply?

£24-£27 per hour (umbrella)
initial 6 month assignment
Hyrbid working
You will have the opportunity to work on complex and high-priority cases, support Housing Ombudsman compliance and play an important role in ensuring actions are delivered and positive outcomes are achieved for residents.
If this Complaints Officer role sounds like your next step, apply now or contact Olivia at (url removed) for more information