Complaints Resolution Officer

We are currently looking for experienced Complaints Resolution Officers to join a social housing service on an initial 6-month temporary contract. The role will focus on investigating and resolving Stage 1 and Stage 2 housing complaints, managing Housing Ombudsman cases and ensuring complaint outcomes result in meaningful service improvement. The successful candidates will be required onsite 2-3 days per week.The Role Manage and investigate Stage 1 and Stage 2 housing complaints in line with the Housing Ombudsman Complaint Handling Code. Undertake detailed investigations across tenancy records, repairs histories, correspondence, policies and other supporting evidence. Produce clear, evidence-based complaint responses and determine appropriate resolutions and remedies. Manage Housing Ombudsman enquiries and investigations, including preparing evidence and case submissions. Coordinate responses to Housing Ombudsman determinations, orders and recommendations. Respond to enquiries from Councillors, MPs, advocates and other stakeholders. Identify service failures, root causes and opportunities for service improvement. Work with housing, repairs and other operational teams to investigate complaints and agree corrective actions. Monitor actions, remedies and commitments to ensure they are delivered within agreed timescales. Analyse complaint trends and lessons learned to support wider service improvement. Maintain accurate complaint and Ombudsman case records and ensure ..... full job details .....