Complaints Officer

The Oyster Partnership; East Horsley; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

The Oyster Partnership Ltd. in Surrey is seeking a Housing Complaints Officer to join a Local Authority's housing services team. Hybrid working, full-time, temporary contract.

You will manage complaints from initial receipt through to resolution, ensuring residents receive timely, professional outcomes while helping to drive service improvements. You will work with residents, contractors and internal teams, maintaining high standards of written and verbal communication, and handle a varied

Qualifications

• 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.

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.

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.

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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.