Housing Complaints Officer

Castlefield Recruitment.; Liverpool City Region; Hybrid; Full time

Job summary

Castlefield Recruitment is seeking a Complaints Officer for a Housing Association in Merseyside. This temporary role involves managing complaints, conducting investigations, and ensuring compliance with service delivery standards. Applicants should have experience in complaint handling and knowledge of relevant housing regulations.

Qualifications

• Experience in complaint handling, preferably in social housing.
• Knowledge of the Housing Ombudsman’s Complaint Handling Code.
• Strong verbal and written communication skills.

Responsibilities

• Manage caseload of stage 1 and 2 complaints.
• Investigate and respond to complaints within timescales.
• Record and monitor complaint progress through the Case Management System.

Skills

Complaint handling

Communication

Job description

Social network you want to login/join with:

Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Merseyside. The role is on an initial 3-month temporary contract, likely to be extended. The hourly rate is £22.45 per hour and office attendance is required 5 days per week for initial training, moving to a hybrid pattern of 3 days in office, and 2 days from home.

The role:

• Manage a caseload of stage 1 and 2 complaints in relation to all service areas across the organisation, primarily repairs
• Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
• Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
• Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
• Ensure all actions and interventions are recorded within the Case Management System

What you need:

• Experience of working in complaint handling, preferably within social housing or a similar environment
• Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
• Good verbal and written communication skills