Complaints Officer

Location: London Salary: Competitive, dependent on experience Contract: Temporary 3-6 Months Start Date: Immediate start preferred Working Pattern: Full-time, hybrid working may be available About the Role We are currently recruiting an experienced Complaints Officer to join a busy social housing organisation on a temporary contract. The successful candidate will manage resident complaints from initial receipt through to resolution, ensuring investigations are thorough, responses are accurate and cases are resolved within agreed timescales. You will work closely with housing management, repairs and maintenance, customer services and other internal teams to investigate concerns, identify appropriate resolutions and improve the resident experience. This is an excellent opportunity for someone with social housing complaints experience who can hit the ground running and make an immediate contribution to a busy team. Key Responsibilities Manage a caseload of Stage 1 and Stage 2 complaints in line with internal policies and required timescales. Investigate complaints relating to repairs, maintenance, housing management and customer service. Gather evidence, review case records and liaise with relevant departments to establish the facts. Draft clear, professional and empathetic complaint responses. Ensure complaints are handled in accordance with the Housing Ombudsman''s Complaint Handling Code. Monitor outstanding cases, chase updates and escalate overdue or complex ..... full job details .....