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 knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable)
• Excellent communication skills, with the ability to manage sensitive and complex situations
• Strong analytical and investigative skills, with the ability to identify trends and root causes
• Ability to manage multiple cases and work independently in a fast-paced environment
• Strong organisational and IT skills, including experience with CRM or housing systems
• A proactive and solutions-focused approach with a commitment to delivering excellent customer service