Complaints Officer

Vivid Resourcing Ltd; West Midlands; On-site; GBP 33,000 - 44,000; Part time

Job summary

Vivid Resourcing Ltd is seeking an experienced Housing Complaints Officer for a 3-month contract in the West Midlands. The role involves investigating and resolving resident complaints, coordinating with housing, repairs, and other teams to ensure timely and high-quality responses.

The ideal candidate will have proven experience in social housing or related sectors, strong written and verbal communication skills, and the ability to manage complex or sensitive complaints while meeting deadlines.

Qualifications

• Strong written and verbal communication skills.
• Experience handling complaints within housing or local authority settings is preferred.
• Ability to manage complex or sensitive complaints and meet deadlines.

Responsibilities

• Manage Stage 1 and Stage 2 housing complaints from receipt through to resolution.
• Investigate complaints thoroughly and provide clear, accurate responses.
• Liaise with housing, repairs and other internal teams to resolve issues.
• Ensure complaints are handled in line with the Housing Ombudsman Complaint Handling Code.
• Keep residents informed throughout the complaints process.
• Identify recurring issues and recommend service improvements.
• Maintain accurate records and monitor complaint outcomes.

Skills

Communication skills

Complaint handling

Caseload management

Attention to detail

Job description

Title - Housing Complaints Officer

Contract Length - 3 Months

Rate - Competitve

We are seeking an experienced Housing Complaints Officer to investigate and resolve resident complaints, ensuring a high-quality and timely service.

Key Responsibilities

• Manage Stage 1 and Stage 2 housing complaints from receipt through to resolution.
• Investigate complaints thoroughly and provide clear, accurate responses.
• Liaise with housing, repairs and other internal teams to resolve issues.
• Ensure complaints are handled in line with the Housing Ombudsman Complaint Handling Code.
• Keep residents informed throughout the complaints process.
• Identify recurring issues and recommend service improvements.
• Maintain accurate records and monitor complaint outcomes.

Requirements

• Previous experience handling complaints within social housing, local authority or housing association settings.
• Strong written and verbal communication skills.
• Experience managing complex or sensitive complaints.
• Ability to work to deadlines and manage a caseload effectively.
• Good knowledge of the Housing Ombudsman and complaints process.