Complaints and Resolution Officer

Islington and Shoreditch Housing Association; Greater London; On-site; GBP 40,000; Full time

Job summary

A proactive housing association in Greater London is searching for a Complaints and Resolution Officer. This full-time role emphasizes managing complaints effectively and improving service quality for residents. As a key team member, you'll be responsible for overseeing the complaints process, liaising across departments, and advocating for residents' rights. Ideal candidates will excel in communication, maintain strong relationships under pressure, and have a keen focus on customer service. Join our dedicated team and make a difference.

Benefits

Generous pension scheme

29 days annual leave

Cycle to work scheme

Ongoing training and career development

Qualifications

• Proven track record of effective complaint handling.
• Ability to maintain great working relationships under time pressures.
• Flexible and proactive approach to problem-solving.

Responsibilities

• Manage ISHA’s complaints process and record complaints.
• Liaise with departments to progress investigations.
• Support the Complaints and Resolution Manager in team management.

Skills

Interpersonal skills

Customer service orientation

Complaint handling

Communication skills

Job description

Job Title

Job Title: Complaints and Resolution Officer
Hours: 35 hours (full time)
Location: ISHA, 102 Blackstock Road, Finsbury Park, N4 2DR
Salary: £39,159
Contract: Permanent contract

Application Process

Please apply with your CV and a covering letter telling us:

• (a) After reading the job description and person spec, why you feel you are a great fit, and how your experience matches the skills and requirements of the role?
• (b) What is the most satisfying resolution you’ve achieved for a complainant, and what made it so satisfying?
• (c) How you ensure you and your colleagues are motivated and supported in a busy complaints service.
• (d) Anything else you want us to know about you.

Please note: We can only accept applications from candidates with eligibility to currently work in the UK.

Deadline: 9:00 am 14 January 2026
Interview: To be confirmed, In person at 102 Blackstock Road.

Requirements

We are looking for an energetic complaints-hander, with a laser focus on customer service and resolution, to join us as a member of our relatively new Culture, Communications and Involvement directorate.

This is a permanent contract to help us strengthen the complaints and resolution service using our recently onboarded housing and case management system. This is a great opportunity to use your Customer Service skills and experience to help put things right for our residents and develop good, effective working relationships with colleagues across ISHA and with our external contractors.

Some of the key responsibilities of the role include:

1. To manage ISHA’s complaints process including:
   • Manage the complaints email mailbox
   • Record complaints into our IT/digital systems
   • Liaise with relevant departments or stakeholders to progress complaints investigations
   • Adhere to deadline targets
   • Maintain accurate record of correspondence
   • Provide full, accurate and timely responses to residents and stakeholders
   • Record outcomes and actions that result from complaints
2. Advocate for residents’ rights and interests, ensuring concerns are resolved fairly
3. Obtain and coordinate information and inputs from colleagues to resolve complaint issue(s), including any sign-off/approval from relevant managers/teams if required
4. To develop and maintain collaborative and productive relationships with all staff and teams to support effective complaint management and resolution
5. To support the Complaints and Resolution Manager and contribute to the day-to-day management of the Complaints Team service
6. To contribute to the continuous improvement of services through learning from complaints

You

We are seeking a proactive and committed individual with strong interpersonal skills who can provide an efficient and customer-focused service to our residents and colleagues. This is a busy and varied role, so we’re looking for someone with excellent interpersonal skills, who can adapt to a fast-paced working environment while ensuring consistency and the highest standard of complaint responses and reporting.

Housing experience would be beneficial, but we welcome applicants with strong complaint handling experience from other sectors. You need to be flexible, proactive, and enthusiastic, and have excellent communication and influencing skills. It is essential that you have the ability to build and maintain great working relationships with colleagues to achieve results whilst under time pressures. A great sense of humour will serve you in good stead working in our busy, fast-paced office.

Don’t feel you meet every single requirement? Studies have shown that some candidates are less likely to apply to jobs unless they meet every single requirement. At ISHA, we are dedicated to building an inclusive workforce, so if you’re excited by this role but your experience doesn’t quite align perfectly, we encourage you to apply anyway. You just might be the right candidate for this, or other roles, because of your transferable skills.

Other Information

About ISHA

We are a small but ambitious housing association at a critical juncture. Our ambition is for the communities we are anchored in and exist to serve, and we have done and achieved much over the past few years. But in these challenging times we know we’ll achieve nothing unless we are equally ambitious for own our people.

Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. We strive to build a more diverse organisation, where everyone feels empowered to bring, and be, their best self to work.

We can’t be a brilliant landlord if we don’t partner with brilliant colleagues. Could you be one of them and be trusted to make the difference?

If this sounds exciting, we want you on our team. Please do apply.

Staff Benefits

We’ll offer you a generous pension scheme (up to 10% employer matched contributions and a death in service benefit), 29 days annual leave (increasing after five years’ service), eye care vouchers, a cycle to work scheme and other great benefits (see attached). We have an evolving wellbeing offer, that is being developed following employee feedback, and we will invest in your professional development with on-going training and career development opportunities.

Inclusion and Diversity

We want ISHA to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBTQ+, disabled and neurodiverse communities to make a real difference to our residents so that passionate commitment to customers, respect for everyone, pride in Team ISHA and trusted to make the difference remains at the heart of everything we do.

Asking for adjustments

ISHA is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview, or assessment process, including providing information in an alternative format, please contact us on 0300 131 7300, at [e-mail] via post to 102 Blackstock Road, London, N4 2DR.

This role is based at our Head Office but there is some flexibility to work some days at home if the role permits and with manager permission.