Complaints Officer

Karter Thomas Limited; Oadby and Wigston; On-site; GBP 28,000 - 41,000; Full time

Job summary

Karter Thomas Limited is recruiting a Complaints Officer on a 3-month contract in South Leicester. The role focuses on reviewing and delivering a robust complaints service, ensuring Housing Ombudsman compliance and driving continuous improvement to enhance customer experience.

Ideal candidates will have social housing complaints experience, familiarity with the Housing Ombudsman Complaint Handling Code, and the ability to lead investigations, QA reviews and learnings for service improvements.

Qualifications

• Experience in social housing complaints and service improvement.
• Knowledge of Housing Ombudsman Complaint Handling Code and best practices.
• Experience in managing, investigating and resolving complaints.
• Ability to undertake quality assurance, auditing or service reviews.

Responsibilities

• Lead coordination of Housing Ombudsman information requests and enquiries.
• Support the delivery of actions, investigations and compliance requirements.
• Review complaints processes and identify opportunities for improvements and consistency.
• Undertake QA reviews of investigations, responses, records, and communications.
• Monitor complaint trends and risks, and recommend service improvements.
• Support embedding learning from complaints across the organisation.
• Investigate and respond to complex complaints with fair outcomes.
• Coordinate actions arising from complaints, inspections and reviews with operational teams.
• Provide constructive feedback to improve complaint handling standards.
• Prepare performance information, insights and reports for governance and oversight.
• Maintain accurate records and ensure compliance with policies and regulatory requirements.

Skills

Housing Ombudsman Code

Complaint handling

Customer experience

Analytical thinking

Auditing

Job description

Duration: 3-Month Contract
Location: South Leicester
Hourly Rate: £25/hr

We are working with a housing provider seeking an experienced Complaints Officer to support the review and delivery of its complaints service. This is an excellent opportunity for a housing professional with strong complaints handling expertise, Housing Ombudsman knowledge and a passion for service improvement.

The role will focus on strengthening complaints processes, supporting compliance with Housing Ombudsman requirements, identifying learning opportunities, and ensuring complaints are resolved effectively and fairly. You will work closely with colleagues across operational teams, helping to drive continuous improvement and enhance the customer experience.

Key Responsibilities

• Lead the coordination and management of Housing Ombudsman information requests and enquiries.
• Support the delivery of Housing Ombudsman ordered actions, complaint investigations and compliance requirements.
• Review complaints processes, policies and procedures, identifying opportunities to improve consistency, efficiency and customer outcomes.
• Undertake quality assurance reviews of complaint investigations, responses, case records and customer communications.
• Monitor complaint trends, recurring themes and areas of risk, making recommendations for service improvements.
• Support the development and embedding of learning from complaints across the organisation.
• Investigate and respond to a range of complex complaints, ensuring fair, balanced and customer-focused outcomes.
• Work closely with operational teams to coordinate actions arising from complaints, inspections and service reviews.
• Provide constructive challenge and feedback to colleagues to improve complaint handling standards.
• Prepare performance information, insight and reports to support governance and oversight arrangements.
• Maintain accurate records, monitor progress against actions and ensure compliance with relevant policies, procedures and regulatory requirements.
• Build effective relationships with customers and colleagues to support positive outcomes and continuous improvement.

About You

• Experience within social housing complaints, customer experience, service improvement or a similar environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and complaints management best practice.
• Experience of managing, investigating and resolving complaints.
• Ability to undertake quality assurance, auditing or service reviews and identify improvements.
• Excellent written communication skills, with the ability to produce clear, professional and customer-focused responses.
• Strong organisational skills with the ability to manage competing priorities and meet tight deadlines.
• Confident influencing and constructively challenging colleagues at all levels.
• Analytical approach with the ability to identify trends, risks and opportunities for improvement.
• Passion for customer service, continuous improvement and learning from feedback.

This is a fantastic opportunity for a complaints professional looking to make an immediate impact through improved complaint handling, regulatory compliance and service excellence within a housing environment.