Complaints Officer

Job description

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

Reference 225731989