Complaints Officer

Vivid Resourcing Ltd; Basildon; On-site; GBP 32,000 - 46,000; Full time

Job summary

Vivid Resourcing Ltd is seeking an experienced Complaints Investigator to manage Stage 1 and Stage 2 housing complaints, using tenancy records, repairs history and policies to form evidence-based conclusions. You will write clear, empathetic responses and act as the main contact for residents, coordinating Ombudsman submissions and driving service improvements by identifying trends and remedies.

The role requires strong knowledge of Housing Ombudsman Code, housing legislation, and proficient

Qualifications

• Experience investigating complex complaints within housing or local authority settings.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Understanding of housing legislation and landlord responsibilities.
• Experience responding to Councillor and MP enquiries.
• Excellent report writing, letter drafting and case management skills.
• Analytical and problem-solving abilities with a focus on remedies.

Responsibilities

• Investigate Stage 1 and Stage 2 complaints using tenancy records, repairs history, policies and correspondence.
• Write clear, empathetic and well-reasoned complaint responses.
• Act as the main point of contact for residents throughout the complaints process.
• Manage Ombudsman enquiries and investigations with timely submissions.
• Coordinate actions to comply with Ombudsman determinations, orders and recommendations.
• Record lessons learned and analyse complaint trends to drive service improvement.

Skills

Complaint investigations

Stakeholder management

Report writing

Analytical thinking

Time management

Housing Ombudsman Code knowledge

Housing legislation knowledge

Job description

What you'll be doing

• Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code
• Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence
• Writing clear, empathetic and well-reasoned complaint responses
• Acting as the main point of contact for residents throughout the complaints process
• Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales
• Coordinating actions to comply with Ombudsman determinations, orders and recommendations
• Responding to enquiries from Councillors, MPs, advocates and other stakeholders
• Working with operational teams to agree remedies and corrective actions, and following them through to completion
• Recording lessons learned and analysing complaint trends to drive service improvement

What you'll bring

• Experience investigating complex complaints within a local authority, housing association or social housing setting
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations
• A good understanding of housing legislation, consumer standards and landlord responsibilities
• Experience responding to Councillor and MP enquiries
• Excellent report writing, letter drafting and case management skills
• Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies
• The ability to manage a demanding caseload against strict deadlines
• A resident-focused, solution-oriented approach