Job Title: Housing Complaints Officer
Duration: 1 - 2 months
Rate of Pay: £20 - £25ph (Via Umbrella)
We are recruiting on behalf of a large, customer-focused housing organisation for a Customer Resolution Advisor to join their specialist complaints team. This is a fantastic opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys taking ownership of complex issues from start to finish.
The Role
You will be responsible for managing and resolving customer complaints, ensuring they are handled fairly, professionally and in line with regulatory standards. You will own each case from initial contact through to final resolution, working closely with internal teams and external bodies to achieve the best outcome for customers.
You’ll also play a key role in identifying trends and root causes, helping the business improve services and reduce repeat issues.
Key Responsibilities
Manage a caseload of complaints, ensuring responses are issued within agreed timescales
Act as the main point of contact for customers throughout the complaints process
Investigate complex cases and identify fair, proportionate and effective resolutions
Communicate clearly and empathetically with customers by phone and in writing
Work collaboratively with internal teams to resolve issues at the earliest opportunity
Ensure all actions, decisions and outcomes are accurately recorded
Apply compensation consistently and in line with policy and regulatory guidance
Support responses to external referrals such as the Housing Ombudsman
Identify trends, root causes and improvement opportunities from complaint data
Contribute to customer feedback reporting and “lessons learned” activity
What We’re Looking For
You’ll ideally have:
Experience in a customer service or complaints handling environment
A proven ability to investigate issues and reach fair, balanced decisions
Experience dealing with customers in challenging or sensitive situations
Strong written and verbal communication skills
The ability to manage a busy workload and meet deadlines
Confidence working to policies, procedures and quality standards
Good IT skills, including Microsoft Word, Outlook and Excel
Experience within housing, social housing, or a regulated complaints environment (such as financial services, utilities, local authority or similar) would be highly beneficial.