Housing Complaints Investigator – Resident-Focused

New Start; Basildon; Hybride; GBP 34 000 - 39 000; Plein temps

Résumé du poste

Basildon Borough Council is recruiting a Complaints Resolution Officer to support Housing Ombudsman cases in a social housing environment. The role is temporary (6 months), full-time, on-site in Basildon, with a requirement to travel around the borough and access to a vehicle.

You will manage Stage 1 and Stage 2 complaints, conduct investigations, draft responses, and coordinate across service areas to ensure timely, fair outcomes and learning for the organisation.

Qualifications

• Experience investigating and resolving complex complaints within a housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Housing Ombudsman enquiries and investigations.
• Good understanding of housing legislation and consumer standards.
• Experience handling Stage 1 and Stage 2 complaints and preparing responses.
• Excellent report writing and case management skills.

Responsabilités

• Manage and investigate Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Code and organisational procedures.
• Review tenancy records, policies, repairs history and other documentation for investigations.
• Draft clear, accurate, empathetic complaint responses.
• Act as the primary contact for residents throughout the complaints process.
• Coordinate Housing Ombudsman enquiries and responses across service areas.
• Identify service failures and remedies to achieve fair resolutions.
• Monitor actions and ensure timely completion of commitments.
• Maintain accurate records of complaints and Ombudsman cases.

Connaissances

Analytical thinking

Investigative skills

Customer service

Communication skills

Report writing

Case management

Description du poste

Basildon Borough Council is recruiting a Complaints Resolution Officer to support Housing Ombudsman cases in a social housing environment. The role is temporary (6 months), full-time, on-site in Basildon, with a requirement to travel around the borough and access to a vehicle.

You will manage Stage 1 and Stage 2 complaints, conduct investigations, draft responses, and coordinate across service areas to ensure timely, fair outcomes and learning for the organisation.