Complaints Officer

Vivid Resourcing Ltd; Greater London; Hybrid; GBP 39,000 - 41,000; Full time

Job summary

Local Authority - Essex is hiring a Complaints Resolution Officer on a 6-month temporary contract. You will manage Stage 1 and Stage 2 housing complaints and Housing Ombudsman cases, acting as the residents' main contact and driving timely, fair resolutions.

Strong investigative and reporting skills are essential, with experience in social housing compliance and stakeholder engagement. This hybrid role requires 2–3 days onsite in Essex.

Qualifications

• Experience with resolving complex complaints.
• Knowledge of housing/ombudsman processes.
• Strong written communication and case management.
• Ability to manage a demanding caseload to deadlines.

Responsibilities

• Investigate and manage Stage 1 and Stage 2 housing complaints.
• Review records, policies and evidence.
• Produce clear, accurate complaint responses.
• Act as primary contact for residents throughout the process.
• Manage Housing Ombudsman enquiries and investigations.
• Prepare evidence and case files for Ombudsman investigations.
• Review determinations and coordinate actions.
• Identify service failures and remedies.
• Collaborate with operational teams to gather information and drive corrective actions.
• Monitor remedies to ensure timely completion.
• Respond to enquiries from Councillors, MPs and stakeholders.
• Maintain records of complaints, outcomes and lessons learned.
• Analyse trends to identify service improvements.
• Support development of best practice in complaints handling.

Skills

Investigations of complaints

Housing Ombudsman knowledge

Stakeholder management

Report writing

Time management

Job description

Complaints Resolution Officer

Local Authority - Essex

6-Month Temporary Contract | Full Time

£28.00-£30.00 per hour (Umbrella)

Essex | Hybrid - minimum 2-3 days per week onsite

A local authority in Essex is looking to appoint three Complaints Resolution Officers to join its housing service on an initial 6-month temporary contract.

This is an excellent opportunity for an experienced complaints professional to take on a varied caseload within a busy social housing environment, with responsibility for Stage 1 and Stage 2 complaints, as well as Housing Ombudsman cases.

The Role

As a Complaints Resolution Officer, you will manage complaints from investigation through to resolution, ensuring cases are handled fairly, thoroughly and in line with relevant complaint handling procedures, legislation and regulatory requirements.

You will act as a key point of contact for residents, investigating complaints, identifying service failures and root causes, and producing clear, balanced and resident-focused responses.

You will also work closely with operational teams and stakeholders to manage Housing Ombudsman enquiries and investigations, ensuring evidence and responses are provided within required timescales and that remedies, recommendations and service improvements are followed through.

Key Responsibilities

• Investigate and manage Stage 1 and Stage 2 housing complaints.


• Review records, policies, repairs histories, correspondence and other relevant evidence.


• Produce clear, accurate and well-reasoned complaint responses.


• Act as a primary point of contact for residents throughout the complaints process.


• Manage Housing Ombudsman enquiries, investigations and information requests.


• Prepare evidence and case files for Housing Ombudsman investigations.


• Review Ombudsman determinations, orders and recommendations and coordinate appropriate actions.


• Identify service failures, root causes and appropriate remedies.


• Work with operational teams and managers to gather information and agree corrective actions.


• Monitor remedies, commitments and actions to ensure they are completed within agreed timescales.


• Respond to enquiries from Councillors, MPs, advocates and other stakeholders where required.


• Maintain accurate records of complaints, outcomes and lessons learned.


• Analyse complaint trends and performance data to identify opportunities for service improvement.


• Support the development of best practice and a positive complaints-handling culture.

What We're Looking For

• Previous experience investigating and resolving complex complaints.


• Experience within a local authority, housing association or social housing environment.


• Experience handling Stage 1 and/or Stage 2 complaints.


• Knowledge of the Housing Ombudsman Complaint Handling Code.


• Experience managing Housing Ombudsman enquiries, investigations or determinations.


• Knowledge of relevant housing legislation, consumer standards and landlord responsibilities.


• Experience identifying service failures and recommending appropriate remedies.


• Strong report writing, letter drafting and case management skills.


• Excellent investigative, analytical and problem-solving abilities.


• The ability to manage a demanding caseload and work to strict deadlines.


• Strong communication and stakeholder-management skills.


• A resident-focused approach to complaint resolution.

Contract Details

• Position: Complaints Resolution Officer


• Organisation: Local Authority


• Number of positions: 3


• Contract: Initial 6 months


• Hours: Full time


• Location: Essex


• Working arrangement: Minimum 2-3 days onsite per week


• Rate: £28.00-£30.00 per hour (Umbrella)

Some travel may be required as part of the role, although this is not essential.

Immediate Requirements

• Right to Work documentation immediately


• Two references


• DBS check / DBS clearance as required

Candidates should be available to complete the required pre-employment checks promptly to facilitate an early start.

Closing date: 4 October 2026