Complaints and Quality Officer

Caledonia Housing Association; Perth, Dundee; On-site; GBP 39,000 - 46,000; Part time

Benefits offered by this job

36 days annual leave

Flexi-time system

Car allowance

Pension matching up to 12%

Salary sacrifice schemes

Healthcare cash plan

Volunteering day

Wellbeing services

Job summary

Caledonia Housing Association is recruiting a Complaints and Quality Officer to lead robust complaint handling and quality assurance. You will work with the Governance Manager to ensure compliant processes and timely, evidence-based outcomes.

The role combines investigation, reporting, and guidance for staff to embed best practice. Based in Perth with hybrid working, it offers a supportive environment and opportunities to contribute to high-quality customer services.

Qualifications

• Experience in a customer-focused, governance and compliance, or audit and scrutiny environment.
• Ability to handle complex and sensitive information with clear written outputs.
• Strong understanding of complaint handling and quality assurance processes.

Responsibilities

• Investigate and respond to Stage 2 complaints in line with the SPSO framework.
• Support Stage 1 complaints and promote good complaint handling across the organisation.
• Develop and implement effective quality assurance processes to drive continuous improvement.
• Provide advice and support to colleagues on complaints management.

Skills

Customer focus

Governance

Compliance

Audit

Scrutiny

Investigation

Written responses

Job description

Complaints and Quality Officer

Reference: SEP20260840

Location: Perth

Benefits: Contributory pension, health benefits, flexible working practices, generous holiday entitlement

Duration: 12 Months Fixed Term

Job Title: Complaints and Quality Officer

Location: Hybrid Working (offices in Dundee, Perth & West Dunbartonshire)

Contract: Fixed Term Contract (12 months)

Hours: 35 hours per week (Mon-Fri)

Salary: £39,190 - £46,009 per annum

Closing Date: Midnight on Sunday 20th September 2026

An opportunity to make a positive impact on peoples’ lives and community.

Awarded Housing Association of the Year 2025 & 2026, Caledonia Housing Association is one of Scotland’s leading social housing providers and is recognised by Best Companies as one of the top UK housing associations to work for.

Our vision is to provide “homes and communities that make lives better”. We are committed to providing high-quality affordable housing, building new homes and transforming customer services. Caledonia Housing Group provide services to over 5,300 homes and in excess of 2,000 private owners across 8 local authority areas.

About the Role

As our Complaints and Quality Officer, you will play a key role in helping us deliver high-quality, customer-focused services. Working closely with the Governance Manager and colleagues across the organisation, you will support the delivery of robust and compliant, complaints management arrangements, while developing and implementing effective quality assurance processes that drive continuous improvement in line with our strategic objectives.

This is a varied and rewarding role where you will help ensure we meet our statutory, regulatory and organisational requirements while promoting a culture of learning, accountability and excellent customer service.

A significant aspect of the role will involve investigating, and responding to Stage 2 complaints in line with the SPSO Model Complaints Handling Procedure, maintaining a resolution based approach and ensuring fair, timely and evidence-based outcomes. You will also act as a source of advice and support for colleagues that are managing Stage 1 complaints, helping to embed good complaint handling practice across the organisation.

What You Will Bring

We are looking for someone who can draw on experience gained in a customer focused, governance and compliance, or audit and scrutiny environment. You will be confident handling complex and sensitive information, investigating issues thoroughly, and producing clear, high-quality written responses, reports and correspondence for a range of audiences.

If you thrive in a busy environment, enjoy solving problems, and are passionate about improving services and customer outcomes, this could be the perfect opportunity for you.

A place where everyone can thrive

The Complaints and Quality Officer is a Hybrid Role, which means you will work flexibly from a range of sites including: working from home, and at our Caledonia Group Offices (based in Dundee, Perth or West Dunbartonshire) for a minimum of two days per week.

As a Caledonia Housing Group employee, you will enjoy a fantastic range of benefits:

• 36 days annual leave, increasing with service
• Promotion of work-life balance and flexi-time system
• Car allowance
• Sector leading pension scheme, matched up to 12% by us
• Salary sacrifice schemes for pension, electric vehicle leasing & cycle to work
• FREE membership of a healthcare cash plan, including cover for dependents
• Paid Volunteering Day
• Wellbeing services offering support and confidential advice when you need it most

Caledonia strives for equality of opportunity in all its activities and encourages applicants from all sections of the community. A registered charity no: SC013988. The Group actively encourages the recruitment of staff with disabilities and will make reasonable adjustments at all stages of the recruitment process as required.