Complaints Officer - Housing Sector

Adecco; London; Hybrid; GBP 39,000 - 43,000; Full time

Job summary

A housing provider organization in London is seeking an experienced Complaints Officer to manage complaints and Member's Enquiries. The role involves delivering empathetic responses, ensuring customer concerns are addressed promptly, and assisting with Ombudsman referrals. Ideal candidates will have proven experience in handling complaints and working with vulnerable residents. This is a full-time, 3-6 month's fixed-term contract position with a hybrid work model.

Qualifications

• Proven experience managing complaints in housing or customer-facing roles.
• Strong ability to draft professional responses.
• Experience with vulnerable residents and sensitive issues.

Responsibilities

• Manage Stage 1 complaints and Member Enquiries.
• Investigate complaints and draft empathetic responses.
• Maintain clear communication with residents.

Skills

Excellent interpersonal skills

Strong written communication

Investigative skills

Organisational abilities

Proficient in Microsoft Office

Tools

Dynamics 365

Job description

Complaints Officer

A busy and resident-focused housing provider is seeking an experienced Complaints Officer to manage Stage 1 complaints, Member's Enquiries (including MPs, councillors, and the Mayor), and Ombudsman cases. The successful candidate will deliver high-quality, empathetic responses in line with internal policies and the Housing Ombudsman's Complaint Handling Code.

This is a key role in ensuring customer concerns are addressed promptly and professionally, while also contributing to service improvement through learning from complaints.

Job Purpose

Reports To: Complaints Manager

Contract Type: 3-6 Month's Fixed-Term Contract (FTC), with potential to extend or become permanent
Location: London (Hybrid - 3 days office / 2 days home after induction)
Start Date: 11 August 2025
Salary: £39,000 - £42,155 per annum, depending on experience

Key Responsibilities

Complaint Handling & Resolution

Respond to Stage 1 complaints and Member Enquiries to a consistently high standard.
Investigate complaints thoroughly, liaising with residents and internal teams to gather information and draft clear, empathetic responses.
Ensure all cases are logged, tracked, and updated accurately using internal systems.
Monitor the complaints inbox and manage your caseload independently, ensuring deadlines are met.

Customer Engagement

Provide informal advice and early resolution where possible to prevent escalation.
Maintain regular, clear, and compassionate communication with residents throughout the complaint process.
Support vulnerable residents and tailor communication to meet individual needs.

Collaboration & Learning

Work closely with internal teams and external partners to gather information and resolve issues.
Identify and share learning from complaints to support service improvement.
Assist with Ombudsman referrals and ensure compliance with regulatory requirements.

Administration & Reporting

Maintain accurate records of all correspondence and actions taken.
Contribute to reporting and analysis of complaint trends and outcomes.
Support the wider team with ad hoc duties during peak periods or staff absence.

Person Specification

Experience

Proven experience managing complaints in housing or a similar customer-facing environment.
Experience handling Member Enquiries and Ombudsman cases.
Strong written communication skills with the ability to draft professional responses.
Experience working with vulnerable residents and managing sensitive issues.

Skills & Knowledge

Excellent interpersonal and investigative skills.
Strong organisational and time management abilities.
Proficient in Microsoft Office and housing/CRM systems (e.g., Dynamics 365).
Understanding of housing sector regulations, including the Housing Ombudsman Code.
Ability to work independently and collaboratively in a hybrid environment.

Personal Qualities

Efficient, self-motivated, and able to manage a busy caseload.
Results-oriented and performance-driven, with the initiative to make decisions quickly and effectively.
Committed to delivering excellent customer service with empathy and professionalism.
Calm under pressure and able to manage challenging situations with composure.
Respectful and inclusive, with a strong commitment to equality, diversity, and treating others with dignity.We are Adecco Housing, part of The Adecco Group. As a consciously inclusive recruiter we want to ensure that we are committed to making the future work for everyone. As a people business we put our expertise and energy into improving everyone's chances of being part of the world of work. Accessibility is important to us, so please let the Consultant know if you will require any adjustments to be made to support you best when applying for this role.

Don't miss out on this fantastic opportunity to join our team as a Complaints Officer click 'Apply' now

Job Info

Job Title:

Complaints Officer - Housing Sector

Company:

Location:

Competitive

Posted:

Jul 29th 2025

Closes:

Aug 29th 2025

Sector:

Property Services

Contract:

Contract

Hours:

Full Time

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