Housing Complaints Lead: Complex Investigations & Insights

Connect2Hackney; Greater London; Híbrido; GBP 65.000 - 90.000; Jornada completa

Descripción de la vacante

Connect2Hackney is seeking a Senior Complaints Officer (Housing) to lead investigations within the Housing Transformation Team, ensuring robust complaints handling and value-for-money services. You will work with senior managers to deliver responsive, resident-focused outcomes.

The role requires extensive experience in housing complaints and the ability to manage stage 1 and stage 2 cases, offering clear decisions and strong stakeholder relationships across teams.

Formación

• Extensive experience in housing complaints investigation and resolution.
• Experience dealing with stage 1 and stage 2 complaints.

Responsabilidades

• Investigate sensitive and complex housing complaints, including Housing Ombudsman cases.
• Quality-check and support team members; lead cross-team workstreams.
• Identify service failures and capture lessons learned to drive improvements.
• Provide guidance to staff and coordinate with external partners.

Descripción del empleo

Connect2Hackney is seeking a Senior Complaints Officer (Housing) to lead investigations within the Housing Transformation Team, ensuring robust complaints handling and value-for-money services. You will work with senior managers to deliver responsive, resident-focused outcomes.

The role requires extensive experience in housing complaints and the ability to manage stage 1 and stage 2 cases, offering clear decisions and strong stakeholder relationships across teams.