Customer Complaints Officer

Resolutions Officer - Complaints Handling Contract: Temporary Hours: 35 hours per weekLocations: London (Stratford area) - Hybrid 1 day per week Manchester (Trafford area) - Hybrid 1 day per weekPay Rate London: 18.07 per hour Manchester: 15.87 per hour The OpportunityBridge Recruitment is currently recruiting experienced Resolutions Officers on behalf of a large and well-established housing organisation to support their Customer Relations team with a backlog of complaint cases.This role focuses on investigating and resolving customer complaints, ensuring responses are clear, fair, and compliant with complaint handling policies and the Housing Ombudsman Complaint Handling Code.You will manage your own caseload and work closely with internal teams to investigate issues and deliver high-quality written responses to customers.This is an excellent opportunity for someone with complaints handling experience, particularly within housing, public sector, or regulated environments.Key ResponsibilitiesManage and investigate a caseload of customer complaint casesDraft high-quality written responses, including formal complaint letters and emailsCommunicate with customers via telephone, email and virtual meetingsWork with internal departments to gather information and support investigationsApply complaint handling frameworks and policies when drafting responsesEnsure responses align with the Housing Ombudsman Complaint Handling CodeMaintain accurate case records and ..... full job details .....