Housing Complaints Officer

You will be responsible for investigating and responding to complaints from residents, leaseholders, and other stakeholders relating to housing services. Working closely with internal departments, you will ensure complaints are handled promptly, sensitively, and in accordance with the Housing Ombudsman Complaint Handling Code. The successful candidate will have excellent communication skills, strong attention to detail, and the ability to manage challenging situations professionally. Key ResponsibilitiesManage and coordinate housing complaints from initial receipt through to resolutionInvestigate complaints thoroughly, gathering evidence and liaising with relevant departmentsDraft clear, accurate, and empathetic complaint responsesEnsure compliance with complaint handling procedures, policies, and timescalesMaintain accurate records and case management systemsIdentify trends and recurring issues to support service improvementSupport managers with complaint reviews and Ombudsman enquiriesProvide excellent customer service to residents and stakeholders at all timesContribute to performance reporting and lessons learned initiativesAbout You We are looking for someone who has:Experience handling complaints, ideally within housing, public sector, or customer service environmentsKnowledge of social housing practices and complaint handling proceduresExcellent written and verbal communication skillsStrong investigative and problem-solving abilitiesAbility to manage a varied caseload ..... full job details .....