Complaints Resolution Expert

Complaints Resolution ExpertLocation: SE1, LondonJob Type: Temporary (6-month contract)Salary: PAYE 21.33 per hour, Umbrella 27.08 per hourWorking Model: Hybrid (2 days in the office)We are seeking an experienced Complaints Resolution Expert to join a New Homes Customer Care team within a housing association. This role is crucial for ensuring timely, high-quality responses to customer complaints and Housing Ombudsman queries. The ideal candidate will have extensive experience in managing complex complaint cases, particularly within the housing sector, and demonstrate a strong understanding of regulatory standards and compliance frameworks.Day-to-day of the role:Lead on the delivery and continuous improvement of complaints handling, including Stages 1 and 2, service recovery, and Housing Ombudsman cases, in line with internal policies and procedures.Own and manage complaint cases across the New Homes Customer Care service, ensuring all responses are completed within agreed timeframes.Collaborate closely with the Complaints Team and external contractors to drive resolutions that are customer-centric and compliant.Conduct thorough investigations and prepare accurate, timely complaint responses that reflect empathy, clarity, and professionalism.Ensure that all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met or exceeded.Maintain clear, timely, and respectful communication with customers throughout their complaint journey.Oversee complex ..... full job details .....