Complaints Officer

Complaints Officer
Salary: £39,800 - £42,000
Contract: Fixed Term- 35 Hours Per Week
 
An established and community-focused Housing Association is seeking a Complaints Officer initially on a Fixed Term Contract. This is a key role within the organisation, responsible for managing complaints, Members' Enquiries and Ombudsman cases, while ensuring high standards of customer service and regulatory compliance.
 
This opportunity would suit someone currently working in complaints, housing management, customer relations or governance within social housing who is looking to step into a role with greater ownership, visibility and influence across the organisation.
 
The Role

• You will lead on the investigation and resolution of complaints and escalated customer issues, ensuring responses are delivered within agreed timescales and in line with the Housing Ombudsman Code.
• You will manage Members' Enquiries and Ombudsman cases, coordinating information from operational teams to ensure thorough, balanced and evidence-based responses.
• You will work closely with managers and colleagues across the organisation to gather information, challenge where appropriate and ensure follow-up actions are completed to prevent repeat issues.
• You will provide informal advice and early resolution support to customers wherever possible, reducing the need for formal escalation and maintaining customer confidence.
• You will identify trends and emerging themes from complaints, sharing learning across the business to drive service improvement.
• You will manage customer expectations clearly and professionally, particularly in complex or sensitive cases, including supporting vulnerable residents and persistent complainants.
• You will use housing, complaints and document management systems to accurately record cases, correspondence and outcomes.
• You will contribute to reports, audits and performance monitoring, supporting continuous improvement across service areas.