Housing Complaints Officer

Stage 1 and 2 Complaints OfficerLocation: 2 days a week work from home Salary: 22.00 - 28.00phr umbrella dependent on experience Contract: Full-Time, 6 month initial contract Important Application CriteriaPlease note: We are only able to consider applications from candidates who have previous complaints experience within Social Housing, Local Government, Council Housing, Housing Associations, ALMOs, or the Housing Ombudsman Service.Applicants without relevant housing, council or Ombudsman complaints experience will unfortunately not be shortlisted for this position.About the RoleI am seeking an experienced Stage 1 and 2 Complaints Officer to join a busy housing complaints team.This role will be responsible for managing formal complaints from initial investigation through to resolution, ensuring responses are clear, accurate, customer-focused and completed within required timescales.You will work closely with residents, contractors, repairs teams, housing officers, senior managers and external stakeholders to investigate complaints, identify service failures and support positive outcomes for customers.Key ResponsibilitiesManage Stage 1 and Stage 2 complaints in line with organisational policy and statutory timescales.Investigate complaints relating to housing, repairs, maintenance, disrepair, damp and mould, tenancy services and customer service.Draft high-quality complaint responses that are clear, professional and evidence-based.Liaise with internal departments, contractors ..... full job details .....