Senior Complaints Officer

Senior Complaints Officer - HousingSurrey Hybrid Working - 2 days office presence Interim Contract until March 2027Competitive Day Rate of .00 per day umbrella I am working with a housing provider in Surrey who are looking for an experienced Senior Complaints Officer to join their team on an interim basis until March 2027.This is a senior, hands-on complaints role with no direct line management. You will take the lead on the day-to-day oversight and quality of the complaints process, managing complex cases from beginning to end and helping drive improvements across the service.Key Responsibilities:Managing complex Stage 1 and Stage 2 complaints through the full end-to-end process.Handling and coordinating Housing Ombudsman cases and enquiries.Producing high-quality complaint responses and ensuring deadlines are met.Acting as a senior point of oversight across the complaints caseload.Reviewing responses and ensuring quality, consistency and compliance.Maintaining accurate complaint trackers and spreadsheets.Identifying trends, recurring issues and opportunities for service improvement.Working with operational teams to ensure actions and learning from complaints are followed through.Supporting improvements to complaint handling processes and overall customer experience.The Ideal Candidate:You will have strong experience managing complaints within housing, social housing or a similar regulated environment, with a good understanding of Stage 1, Stage 2 and Housing Ombudsman ..... full job details .....