Complaints Resolution Officer

Complaints Resolution Officer

Temporary, Full Time - 6 Months

£28 - £30 per hour (Umbrella)

Location: Basildon

We are supporting to recruit three Complaints Resolution Officers on a full-time, 6-month temporary basis. The role requires a minimum of 3 days onsite per week, with regular travel across the borough. Applicants must be car drivers with access to a vehicle.

The Role

You will manage and investigate complex complaints and Housing Ombudsman cases within a social housing environment. You will oversee cases from initial investigation through to resolution, ensuring responses are fair, evidence-based, resident-focused, and compliant with the Housing Ombudsman Complaint Handling Code. The role will involve identifying service failures and root causes, recommending appropriate remedies, coordinating information from operational teams, and ensuring actions arising from complaints and Ombudsman decisions are completed.

Key Responsibilities

• Investigate and resolve Stage 1 and Stage 2 complaints.
• Review tenancy records, repairs history, correspondence, policies, and supporting evidence.
• Draft clear, accurate and empathetic complaint responses.
• Manage Housing Ombudsman enquiries, investigations, evidence requests and submissions.
• Review Ombudsman determinations, orders and recommendations and coordinate required actions.
• Act as a key contact for residents throughout the complaints process.

Essential Experience

• Experience investigating and resolving complex complaints within a local authority, housing association or social housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Housing Ombudsman enquiries, investigations and determinations.
• Understanding of housing legislation, consumer standards and landlord responsibilities.
• Experience handling Stage 1 and Stage 2 complaints.
• Experience responding to Councillor and MP enquiries.
• Strong report writing, letter drafting and case management skills.
• Excellent investigative, analytical and problem-solving abilities.
• Experience identifying service improvements and monitoring actions through to completion.

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.

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