Complaints Resolution Officer

MMP Consultancy; Basildon; Hybrid; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Hybrid work after training

Job summary

MMP Consultancy is recruiting an experienced Complaints Resolution Officer to join a Social Housing team in the South Essex area on a 6-month temporary contract.

You will investigate and resolve resident complaints, manage Housing Ombudsman cases, and support service improvements across the organisation. Hybrid work is available after initial training.

This role requires strong communication, investigative and reporting skills, with the ability to handle a high-volume caseload and meet deadlines.

Qualifications

• Experience managing complaints within Housing Association, Local Authority, or Social Housing.
• Strong knowledge of Housing Ombudsman Complaint Handling Code.
• Experience handling Housing Ombudsman investigations.
• Understanding of housing legislation and landlord responsibilities.
• Excellent communication, investigation, and report-writing skills.
• Ability to manage a high-volume caseload and meet deadlines.

Responsibilities

• Manage Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code.
• Investigate complaints, reviewing tenancy records, repairs history, and relevant documentation.
• Draft clear and balanced complaint responses.
• Act as the main point of contact for residents throughout the complaints process.
• Manage Housing Ombudsman enquiries and investigations.
• Liaise with internal teams, Councillors, MPs, and other stakeholders.
• Identify service failures, recommend remedies, and support service improvements.
• Monitor actions arising from complaints and Ombudsman determinations.

Skills

Complaints handling

Housing Ombudsman

Housing legislation

Communication skills

Investigation

Report writing

Caseload management

Job description

Complaints Resolution Officer

Location: Local Authority Client | South Essex

Contract: 6-Month Temporary Contract

Rate: Up to £32.00 per hour (Umbrella)

Hours: Full Time (Hybrid work available once completed training)

About the Role

We are recruiting for an experienced Complaints Resolution Officer to join a Social Housing team on a temporary basis. You will investigate and resolve resident complaints, manage Housing Ombudsman cases, and support service improvements across the organisation.

Key Responsibilities

• Manage Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code.
• Investigate complaints, reviewing tenancy records, repairs history, and relevant documentation.
• Draft clear and balanced complaint responses.
• Act as the main point of contact for residents throughout the complaints process.
• Manage Housing Ombudsman enquiries and investigations.
• Liaise with internal teams, Councillors, MPs, and other stakeholders.
• Identify service failures, recommend remedies, and support service improvements.
• Monitor actions arising from complaints and Ombudsman determinations.

About You

• Experience managing complaints within a Housing Association, Local Authority, or Social Housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience handling Housing Ombudsman investigations.
• Understanding of housing legislation and landlord responsibilities.
• Excellent communication, investigation, and report-writing skills.
• Ability to manage a high-volume caseload and meet deadlines.

What's on Offer?

Up to £32.00 per hour (Umbrella).

Opportunity to make a real impact on resident satisfaction and service delivery.