Complaints Resolution Officer

Park Avenue Recruitment; Welwyn; Hybrid; GBP 39,000 - 44,000; Part time

Job summary

Park Avenue Recruitment is assisting a housing provider in Hertfordshire to recruit an experienced Complaints Resolution Officer. The role covers initial investigation through to final resolution of housing-related complaints, ensuring responses are thorough, timely and compliant with the Housing Ombudsman's code.

The post is initially 2 months, hybrid (2 days per week in the office), with a day rate of £222 umbrella.

Qualifications

• Experience handling complaints in social housing.
• Solid knowledge of the Housing Ombudsman's Complaint Handling Code.
• Ability to manage Stage 1 and Stage 2 complaints with minimal supervision.
• Excellent written communication for drafting detailed responses.
• Ability to prioritise and manage multiple cases concurrently.
• Experience using QL and SharePoint is advantageous.

Responsibilities

• Manage and investigate Stage 1 complaints, focusing on repairs and ASB.
• Draft clear, professional, well-evidenced responses.
• Handle escalations and collaborate with internal teams for resolutions.
• Ensure compliance with the Housing Ombudsman's Code and timescales.
• Maintain accurate case records and update complainants regularly.
• Support the team with increasing complaint volumes while maintaining standards.

Skills

Social housing experience

Housing Ombudsman Code knowledge

Stage 1 & Stage 2 handling

Written communication

Prioritisation / multitasking

QL familiarity

SharePoint

Tools

SharePoint

QL

Job description

Complaints Resolution Officer - Housing

Location: Hertfordshire (Hybrid Working)

Rate: £222 per day (Umbrella)

Contract: 2 months initially, with potential for extension

Working Pattern: 2 days per week in the office

Start Date: ASAP

I have partnered with a housing provider in Hertfordshire who is looking for an experienced Complaints Resolution Officer to join their team on an urgent interim basis.

With complaint volumes increasing, particularly at Stage 1, the team needs someone who can hit the ground running, manage their own caseload and deliver high-quality complaint resolutions with minimal supervision.

The Role

You’ll be responsible for managing housing-related complaints from initial investigation through to resolution, ensuring responses are thorough, timely and compliant with the Housing Ombudsman's Complaint Handling Code.

Key responsibilities will include:

• Managing and investigating Stage 1 complaints, particularly relating to repairs and antisocial behaviour (ASB).
• Drafting clear, professional and well-evidenced complaint responses.
• Handling escalations and working collaboratively with internal teams to reach appropriate resolutions.
• Ensuring complaints are managed in line with the Housing Ombudsman's Complaint Handling Code and relevant timescales.
• Maintaining accurate case records and keeping complainants updated throughout the process.
• Supporting the team in managing increasing complaint volumes and maintaining service standards.

What I'm Looking For

• Previous experience handling complaints within a social housing environment.
• Strong working knowledge of the Housing Ombudsman's Complaint Handling Code.
• Confidence managing both Stage 1 and Stage 2 complaints independently.
• Excellent written communication skills, particularly when drafting detailed complaint responses.
• The ability to manage competing priorities and work effectively with minimal supervision.
• Experience using QL and SharePoint would be advantageous.