Stage 2 complaints officer

Stage 2 complaints officer Location: Remote Between: 26 - 32 Per hour Contract Duration: 3 Months Hyperion Partners are currently recruiting for an experienced Stage 2 Complaints Officer to join a social housing provider on an initial 12-week contract. This is a fully remote opportunity for someone with strong experience investigating and managing Stage 2 complaints within social housing. You will be responsible for managing complex complaints from investigation through to resolution, ensuring responses are fair, thorough, empathetic and delivered within the required timescales. The role will also provide support to the Stage 2 Lead, working closely with internal teams to investigate complaints, identify service failures and ensure appropriate resolutions are delivered. Key Responsibilities Manage and investigate Stage 2 social housing complaints from start to resolution Review detailed case histories, evidence and information from multiple teams Work closely with housing, repairs, property and other internal departments Identify service failures, root causes and appropriate remedies Produce clear, accurate and evidence-based Stage 2 responses Ensure complaints are progressed within required timescales Maintain accurate case records and audit trails Support the Stage 2 Lead with complex and high-risk complaints Identify recurring themes and opportunities for service improvement Provide clear and empathetic communication to residents throughout the complaints process ..... full job details .....