Complaints Officer

Niyaa People Ltd; Evesham; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Immediate start

Competitive hourly rate

Job summary

Niyaa People Ltd in Worcestershire is seeking an experienced Complaints Officer for a three-month temporary contract with an immediate start. You will manage a high-volume caseload, focusing on repairs and contractor performance, and draft clear responses to residents.

The role requires hands-on QL housing management system use, Housing Ombudsman experience, and prior housing association complaints experience, with hybrid working options.

Qualifications

• Hands-on experience using the QL housing management system - essential
• Housing Ombudsman experience - essential
• Experience handling complaints within a housing association or social housing provider - essential
• Experience investigating complex complaints, particularly repairs and contractor performance
• Excellent written and verbal communication skills
• Strong organisational skills and ability to manage a high volume of cases

Responsibilities

• Managing and investigating formal complaints, including Stage 1 and Stage 2 cases
• Using the QL housing management system to access and review relevant housing records
• Investigating repairs-related complaints by reviewing case histories, tenancy records and contractor information
• Liaising with internal teams and stakeholders to obtain information and resolve complaints
• Drafting formal complaint responses and outcome letters in line with the Housing Ombudsman's Complaint Handling Code
• Identifying recurring issues, investigating root causes and recommending service improvements
• Maintaining accurate case records and ensuring complaints are progressed within required timescales

Skills

Housing Ombudsman experience

Complaints handling

Contractor performance investigations

Tools

QL housing management system

Job description

Join a well-established housing organisation in a rewarding temporary role where you'll help improve residents' experiences and ensure complaints are handled fairly, effectively and in line with regulatory requirements. This Complaints Officer position is based in Worcestershire and offers an initial three-month contract, with an immediate start preferred.

You'll be managing a high volume of complaints, particularly those relating to repairs and contractor performance. You'll investigate cases thoroughly, review tenancy and repairs histories, liaise with internal teams and prepare clear, professional responses that address residents' concerns. This is an excellent opportunity for an experienced housing complaints professional who can hit the ground running.

Please note: Direct experience using the QL housing management system is essential. You must also have Housing Ombudsman experience and previous experience handling complaints within a housing association. Candidates without all three requirements will not be considered.

We'd love to hear from candidates with a background as a Complaints Officer, Complaints Handler, Complaints Investigator, Customer Resolution Officer or Complaints Coordinator, provided they meet all the essential requirements.

As a Complaints Officer, you will be:

• Managing and investigating formal complaints, including Stage 1 and Stage 2 cases
• Using the QL housing management system to access and review relevant housing records
• Investigating repairs-related complaints by reviewing case histories, tenancy records and contractor information
• Liaising with internal teams and stakeholders to obtain information and resolve complaints
• Drafting formal complaint responses and outcome letters in line with the Housing Ombudsman's Complaint Handling Code
• Identifying recurring issues, investigating root causes and recommending service improvements
• Maintaining accurate case records and ensuring complaints are progressed within required timescales

I’d love to speak to anyone who has:

• Hands-on experience using the QL housing management system - essential
• Direct experience dealing with the Housing Ombudsman and knowledge of its Complaint Handling Code - essential
• Previous experience handling complaints within a housing association or social housing provider - essential
• Experience investigating complex complaints, particularly those involving repairs and contractor performance
• Excellent written and verbal communication skills, with the ability to produce clear and professional complaint responses
• Strong organisational skills and the ability to manage a high volume of cases effectively

Key requirements for this Complaints Officer role:

• Proven experience using QL
• Housing Ombudsman experience
• Previous social housing complaints experience
• Availability for an immediate start preferred

The role is offering the following benefits:

• Hourly rate of up to £25 per hour
• Initial three-month temporary contract
• 37 hours per week
• Hybrid working, with 1-2 days per week in the office
• Flexible working hours between 7:00am and 7:00pm
• The opportunity to make a meaningful difference to residents' experiences and improve housing services

Travel & Location:

This role is based in Worcestershire, with hybrid working arrangements requiring approximately 1-2 days per week in the office. The successful candidate must be comfortable travelling to the office as required.