Complaints Officer

The Oyster Partnership; Addlestone; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

The Oyster Partnership is recruiting a Housing Complaints Officer for a forward-thinking Local Authority in Surrey. This hybrid, full-time role focuses on managing complaints from receipt to resolution, ensuring timely, professional outcomes while driving service improvements.

You will handle investigations, draft responses, liaise with residents and internal teams, and support Ombudsman inquiries, contributing to enhanced resident experience and service delivery.

Qualifications

• Experience handling complaints in housing, local government, or a customer-focused environment.
• Strong investigation and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to manage a varied caseload and meet deadlines.

Responsibilities

• Manage and investigate housing complaints.
• Draft clear and professional complaint responses.
• Liaise with residents, contractors, and internal teams.
• Ensure complaints are handled within agreed timescales.
• Support Housing Ombudsman enquiries and investigations.

Skills

Complaint handling

Investigation

Written & verbal comms

Deadline management

Job description

Housing Complaints Officer

Hybrid Working | Full Time | Temporary Contract

The Role We are working with a forward-thinking Local Authority in Surrey seeking an experienced Housing Complaints Officer to join their housing services team. You will manage complaints from initial receipt through to resolution, ensuring residents receive timely, professional, and effective outcomes while helping to drive service improvements.

Key Responsibilities

• Manage and investigate housing complaints.
• Draft clear and professional complaint responses.
• Liaise with residents, contractors, and internal teams.
• Ensure complaints are handled within agreed timescales.
• Support Housing Ombudsman enquiries and investigations.
• Identify trends and recommend service improvements.

About You

• Experience handling complaints within housing, local government, or a customer-focused environment.
• Strong investigation and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage a varied caseload and meet deadlines.
• Knowledge of complaint handling procedures and customer service best practice.

This is a fantastic opportunity to join a forward-thinking Local Authority in Surrey and play a key role in improving resident experience and service delivery.

The Oyster Partnership Ltd. is an equal opportunities employer and welcomes applications from all candidates regardless of age, disability, gender, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

All applicants must have the right to work in the UK. We are unable to offer visa sponsorship for this role. Proof of eligibility will be requested before any offer is confirmed.

By applying, you consent to processing your personal data in accordance with UK GDPR and our Privacy Policy, for the purposes of this recruitment process only. Your data will be held securely and not shared with third parties without consent