Complaints Officer

We''re recruiting an experienced Complaints Officer (Housing) to join a busy local authority housing service, focusing specifically on Stage 2 complaints. This is a key role responsible for handling complex escalated complaints, ensuring robust investigations and delivering high-quality responses in line with the Housing Ombudsman Complaint Handling Code.This role requires someone confident working across multiple housing services, challenging responses, and driving service improvement through effective complaint resolution. Remote working will offered to the right candidate. The Role Lead on Stage 2 complaints across housing services, carrying out thorough and independent investigations Review Stage 1 complaint responses, identifying gaps, inconsistencies and areas for escalation Draft clear, detailed and high-quality Stage 2 responses in line with the Housing Ombudsman Complaint Handling Code Liaise with internal service areas to gather evidence, challenge responses and ensure accountability Manage complex complaints across housing management, repairs, ASB and tenancy services Identify trends, recurring issues and service failures, making recommendations for improvement Support responses to Housing Ombudsman enquiries and determinations Maintain accurate records and ensure compliance with internal processes and statutory requirements Work with managers to embed learning from complaints into service delivery Contribute to reporting, audits and performance ..... full job details .....