Complaints Officer
Location: Remote
Contract: Temporary (2–3 months)
Rate: £19-£22 (via an Umbrella company)
We are working on behalf of a leading housing provider to recruit a Complaints Officer for a short-term contract. This role is essential in ensuring complaints are managed effectively and in line with the Housing Ombudsman’s Code and internal policies. You will take ownership of complaints from start to finish, collaborating with internal teams to deliver fair resolutions and improve customer experience.
Key Responsibilities:
Manage complaints at all stages, ensuring timely and fair outcomes.
Keep customers informed throughout the process and manage expectations.
Identify root causes and share insights to prevent future issues.
Audit complaints, analyse trends, and report findings to inform service improvements.
Support escalated complaints (Stage 2) and liaise with the Housing Ombudsman when required.
Assist with training and guidance for colleagues on complaint handling best practices.
Contribute to customer feedback initiatives and performance monitoring.
Ideal Candidate:
Strong communication and problem-solving skills.
Ability to work collaboratively across teams.
Knowledge of complaint handling processes and Housing Ombudsman requirements (or ability to learn quickly).
Organised, proactive, and customer-focused approach.
This is a fantastic opportunity to make an impact in a short time, helping to deliver excellent service and drive improvements.