Stage 2 complaints officer

London

£26 - £32/hour

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

About You

We are looking for someone with:

Previous experience investigating Stage 2 complaints within social housing
Strong knowledge of housing complaints procedures and best practice
Experience handling complex and sensitive resident complaints
Excellent written communication skills
Strong analytical and investigative skills
A good understanding of housing services, particularly repairs, tenancy and resident services
The ability to work independently and manage a caseload remotely
A resident-focused and empathetic approach

This is an excellent opportunity for an experienced Social Housing Complaints Officer/Investigator looking for an immediate, fully remote interim opportunity

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