Complaints /Resolution Officer (Housing)

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Complaints/Resolution Officer to enhance service delivery in social housing. This hybrid role requires expertise in handling Stage 1 and Stage 2 complaints while ensuring compliance with statutory obligations. You'll be pivotal in promoting service improvements and providing support to management. If you're passionate about citizen-focused service and possess excellent communication skills, this opportunity is perfect for you!

Qualifications

• Experience in dealing with Stage 1 and Stage 2 complaints.
• Ability to handle large case loads and work under pressure.

Responsibilities

• Support compliance team and deliver excellent performance.
• Monitor KPIs and handle day-to-day queries from staff.

Skills

Stage 1 & Stage 2 complaint responses

Handling large case loads

Liaising with solicitors/contractors

Excellent complaint handling

Proficiency in Microsoft Word and Excel

Excellent verbal and written communication skills

Job description

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Complaints /Resolution Officer (Housing), London

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

8b0cda7d0144

Job Views:

7

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Complaints /Resolution Officer (Housing)

SR- ComplainSE_1717409204 Posted: 03/06/2024

Housing Complaints / Resolutions Officer Role to start ASAP

Stage 2 Complaints (experience required)

SE London

Hybrid Working - 1 day in the office a week

Temp to Perm Role

• Dealing with stage 1 and stage 2 complaints

Leading social housing organisation requires a complaints officer to support the compliance team and deliver excellent compliance performance and smooth day-to-day repairs service to residents and front-line staff. The role includes answering phones, supporting management in compiling reports, monitoring KPIs, and dealing with day-to-day queries from front-line staff, ensuring they are routed appropriately within the team.

We are looking for individuals who support operational tasks and bring fresh ideas to improve services in a citizen-focused, simple, open, and transparent manner. The role involves ensuring the council meets its obligations in handling statutory and non-statutory complaints, resolving issues, and promoting shared learning for service improvements.

Key skills:

• Dealing with Stage 1 & Stage 2 complaint responses
• Handling large case loads
• Liaising with solicitors/contractors
• Ensuring accuracy and completeness of work, remaining calm under pressure, making informed decisions
• Excellent complaint handling and communication skills, with a focus on improving customer service
• Responsibility for personal learning and development
• Proficiency in Microsoft Word and Excel
• Excellent verbal and written communication skills