Complaints Officer

Basildon, Essex

£32/hour

What you'll be doing

Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code
Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence
Writing clear, empathetic and well-reasoned complaint responses
Acting as the main point of contact for residents throughout the complaints process
Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales
Coordinating actions to comply with Ombudsman determinations, orders and recommendations
Responding to enquiries from Councillors, MPs, advocates and other stakeholders
Working with operational teams to agree remedies and corrective actions, and following them through to completion
Recording lessons learned and analysing complaint trends to drive service improvement

What you'll bring

Experience investigating complex complaints within a local authority, housing association or social housing setting
Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations
A good understanding of housing legislation, consumer standards and landlord responsibilities
Experience responding to Councillor and MP enquiries
Excellent report writing, letter drafting and case management skills
Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies
The ability to manage a demanding caseload against strict deadlines
A resident-focused, solution-oriented approach

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