Complaints Officer

Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex. What the Job Will Be Doing Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards Investigating complaints, gathering evidence and producing clear, well-structured responses Acting as a key point of contact for residents, providing empathetic and customer-focused support Identifying trends, themes and root causes from complaints to drive service improvement Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations Monitoring complaint performance and contributing to reports for senior management Maintaining accurate records and ensuring compliance with data protection and regulatory requirements Promoting early resolution and continuous improvement across services Supporting the management of complex enquiries, including MP and CEO complaints Working collaboratively with internal teams to improve customer experience and service delivery What You Will Need Experience in a customer-facing role, ideally within social housing or a similar sector Experience handling complaints, including writing formal responses Strong ..... full job details .....