Complaints Resolution Officer

Complaints Resolution Officer - Housing

Location: Hertfordshire (Hybrid Working)

Rate: £222 per day (Umbrella)

Contract: 2 months initially, with potential for extension

Working Pattern: 2 days per week in the office

Start Date: ASAP

I have partnered with a housing provider in Hertfordshire who is looking for an experienced Complaints Resolution Officer to join their team on an urgent interim basis.

With complaint volumes increasing, particularly at Stage 1, the team needs someone who can hit the ground running, manage their own caseload and deliver high-quality complaint resolutions with minimal supervision.

The Role

You’ll be responsible for managing housing-related complaints from initial investigation through to resolution, ensuring responses are thorough, timely and compliant with the Housing Ombudsman's Complaint Handling Code.

Key responsibilities will include:

• Managing and investigating Stage 1 complaints, particularly relating to repairs and antisocial behaviour (ASB).
• Drafting clear, professional and well-evidenced complaint responses.
• Handling escalations and working collaboratively with internal teams to reach appropriate resolutions.
• Ensuring complaints are managed in line with the Housing Ombudsman's Complaint Handling Code and relevant timescales.
• Maintaining accurate case records and keeping complainants updated throughout the process.
• Supporting the team in managing increasing complaint volumes and maintaining service standards.

What I'm Looking For

• Previous experience handling complaints within a social housing environment.
• Strong working knowledge of the Housing Ombudsman's Complaint Handling Code.
• Confidence managing both Stage 1 and Stage 2 complaints independently.
• Excellent written communication skills, particularly when drafting detailed complaint responses.
• The ability to manage competing priorities and work effectively with minimal supervision.
• Experience using QL and SharePoint would be advantageous.

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