Complaints Officer

Hyperion Partners; Greater London; Ibrido; GBP 21.000 - 34.000; Tempo pieno

Descrizione del lavoro

Hyperion Partners is seeking an experienced Complaints Officer to join a busy social housing organisation on a temporary contract in London. You will manage resident complaints from receipt to resolution, ensuring thorough investigations and timely responses.

Work closely with housing management, repairs, maintenance and customer services to identify resolutions and improve the resident experience. This role requires a calm, empathetic approach and the ability to handle high-volume caseloads to

Competenze

• Experience in handling social housing complaints is essential.
• Ability to draft clear, professional complaint responses.
• Strong analytical and problem-solving abilities.

Mansioni

• Manage a caseload of Stage 1 and Stage 2 complaints within required timescales.
• Investigate complaints relating to repairs, maintenance and customer service.
• Gather evidence, review records and liaise with departments to establish facts.
• Draft clear and empathetic complaint responses.
• Ensure handling aligns with Housing Ombudsman’s Code.
• Monitor cases and escalate overdue or complex issues.
• Communicate progress to residents throughout the investigation.
• Identify recurring issues and areas for service improvement.
• Maintain accurate complaint records and prepare progress reports.
• Liaise with senior managers and Housing Ombudsman when required.

Conoscenze

Complaint handling

Investigative skills

Written communication

Time management

Stakeholder liaison

Strumenti

Housing management software

Descrizione del lavoro

Location: London

Salary: Competitive, dependent on experience

Contract: Temporary 3-6 Months

Start Date: Immediate start preferred

Working Pattern: Full-time, hybrid working may be available

About The Role

We are currently recruiting an experienced Complaints Officer to join a busy social housing organisation on a temporary contract.

The successful candidate will manage resident complaints from initial receipt through to resolution, ensuring investigations are thorough, responses are accurate and cases are resolved within agreed timescales.

You will work closely with housing management, repairs and maintenance, customer services and other internal teams to investigate concerns, identify appropriate resolutions and improve the resident experience.

This is an excellent opportunity for someone with social housing complaints experience who can hit the ground running and make an immediate contribution to a busy team.

Key Responsibilities

• Manage a caseload of Stage 1 and Stage 2 complaints in line with internal policies and required timescales.
• Investigate complaints relating to repairs, maintenance, housing management and customer service.
• Gather evidence, review case records and liaise with relevant departments to establish the facts.
• Draft clear, professional and empathetic complaint responses.
• Ensure complaints are handled in accordance with the Housing Ombudsman's Complaint Handling Code.
• Monitor outstanding cases, chase updates and escalated overdue or complex complaints.
• Communicate with residents throughout the investigation and keep them informed of progress.
• Identify recurring issues, service failures and opportunities for improvement.
• Maintain accurate complaint records and prepare reports on case progress and outcomes.
• Liaise with senior managers and the Housing Ombudsman where required.

Essential Requirements

• Previous experience managing complaints within social housing, a housing association or local authority.
• Good understanding of Stage 1 and Stage 2 complaint handling procedures.
• Knowledge of the Housing Ombudsman's Complaint Handling Code.
• Excellent written communication and report-writing skills.
• Strong investigative, analytical and problem-solving abilities.
• Experience managing a high-volume caseload and meeting deadlines.
• Ability to handle sensitive and complex resident issues professionally and empathetically.
• Strong organisational skills and confidence using housing management or case management systems.

What We Offer

• Competitive hourly rate, dependent on experience.
• Temporary contract with an immediate start preferred.
• The opportunity to gain further experience within social housing.
• A supportive and professional working environment.
• The chance to make a positive difference to residents and service delivery.