Complaints Officer

Essex Source: WhatJobs

£52,000–£60,000

Complaints Resolution Officer

Local Authority – Essex

6-Month Temporary Contract | Full Time

£28.00–£30.00 per hour (Umbrella)

Essex | Hybrid – minimum 2–3 days per week onsite

A local authority in Essex is looking to appoint three Complaints Resolution Officers to join its housing service on an initial 6-month temporary contract.

This is an excellent opportunity for an experienced complaints professional to take on a varied caseload within a busy social housing environment, with responsibility for Stage 1 and Stage 2 complaints, as well as Housing Ombudsman cases.

The Role

As a Complaints Resolution Officer, you will manage complaints from investigation through to resolution, ensuring cases are handled fairly, thoroughly and in line with relevant complaint handling procedures, legislation and regulatory requirements.

You will act as a key point of contact for residents, investigating complaints, identifying service failures and root causes, and producing clear, balanced and resident-focused responses.

You will also work closely with operational teams and stakeholders to manage Housing Ombudsman enquiries and investigations, ensuring evidence and responses are provided within required timescales and that remedies, recommendations and service improvements are followed through.

Key Responsibilities

Investigate and manage Stage 1 and Stage 2 housing complaints.
Review records, policies, repairs histories, correspondence and other relevant evidence.
Produce clear, accurate and well-reasoned complaint responses.
Act as a primary point of contact for residents throughout the complaints process.
Manage Housing Ombudsman enquiries, investigations and information requests.
Prepare evidence and case files for Housing Ombudsman investigations.
Review Ombudsman determinations, orders and recommendations and coordinate appropriate actions.
Identify service failures, root causes and appropriate remedies.
Work with operational teams and managers to gather information and agree corrective actions.
Monitor remedies, commitments and actions to ensure they are completed within agreed timescales.
Respond to enquiries from Councillors, MPs, advocates and other stakeholders where required.
Maintain accurate records of complaints, outcomes and lessons learned.
Analyse complaint trends and performance data to identify opportunities for service improvement.
Support the development of best practice and a positive complaints-handling culture.

What We're Looking For

Previous experience investigating and resolving complex complaints.
Experience within a local authority, housing association or social housing environment.
Experience handling Stage 1 and/or Stage 2 complaints.
Knowledge of the Housing Ombudsman Complaint Handling Code.
Experience managing Housing Ombudsman enquiries, investigations or determinations.
Knowledge of relevant housing legislation, consumer standards and landlord responsibilities.
Experience identifying service failures and recommending appropriate remedies.
Strong report writing, letter drafting and case management skills.
Excellent investigative, analytical and problem-solving abilities.
The ability to manage a demanding caseload and work to strict deadlines.
Strong communication and stakeholder-management skills.
A resident-focused approach to complaint resolution.