Complaints Dispute Resolution Lead

Service Care Solutions; Greater London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A municipal staffing agency is recruiting Housing Complaints Officers in Hammersmith (W6) to investigate and resolve high-volume housing complaints. Candidates should have experience with Stage 2 complaints and a strong background in complaint resolution. This role offers £32.64 per hour on a hybrid working basis. Immediate start available.

Qualifications

• Proven recent experience handling Stage 2 complaints.
• Strong background in housing and repairs complaint resolution.
• Confident in drafting formal responses.

Responsibilities

• Investigate and draft Stage 2 complaint responses.
• Manage caseload of around 10 complaints per week.
• Support service to clear backlog.

Skills

Handling Stage 2 complaints

Drafting formal responses

Communicating complex outcomes

Working under pressure

Job description

Housing Complaints Officer - Hammersmith (W6)
£32.64 per hour (LTD) | 12-week temporary contract | Start ASAP
Hybrid working: 2-3 days in the office (Tues, Weds, Thurs)

We're recruiting three experienced Housing Complaints Officers on behalf of a local authority in Hammersmith (W6). This is an urgent requirement to help tackle a high-volume backlog of Stage 2 housing and repairs complaints.

Key Details

• Start Date: ASAP
• Duration: 3 months (possible extension)
• Working Pattern: Hybrid - 2-3 office days per week (Tues, Weds, Thurs)
• Pay Rate: £32.64 per hour (LTD)

The Role

You'll be responsible for investigating and drafting Stage 2 complaint responses across a range of housing and repairs issues. This role is suited to someone who can hit the ground running, managing a caseload of around 10 complaints per week, and supporting the service to clear its backlog.

Requirements

• Proven recent experience handling Stage 2 complaints (essential)
• Strong background in housing and repairs complaint resolution
• Confident in drafting formal responses and communicating complex outcomes clearly
• Experience working with or responding to the Housing Ombudsman
• Ability to work quickly and accurately under pressure

This is a fantastic opportunity to make an immediate impact within a busy housing service. For more information or to apply, please contact George Westhead at Service Care Solutions