Housing Complaints Resolution Specialist

Vivid Resourcing Ltd; Greater London; Hybrid; GBP 39,000 - 41,000; Full time

Job summary

Local Authority - Essex is hiring a Complaints Resolution Officer on a 6-month temporary contract. You will manage Stage 1 and Stage 2 housing complaints and Housing Ombudsman cases, acting as the residents' main contact and driving timely, fair resolutions.

Strong investigative and reporting skills are essential, with experience in social housing compliance and stakeholder engagement. This hybrid role requires 2–3 days onsite in Essex.

Qualifications

• Experience with resolving complex complaints.
• Knowledge of housing/ombudsman processes.
• Strong written communication and case management.
• Ability to manage a demanding caseload to deadlines.

Responsibilities

• Investigate and manage Stage 1 and Stage 2 housing complaints.
• Review records, policies and evidence.
• Produce clear, accurate complaint responses.
• Act as primary contact for residents throughout the process.
• Manage Housing Ombudsman enquiries and investigations.
• Prepare evidence and case files for Ombudsman investigations.
• Review determinations and coordinate actions.
• Identify service failures and remedies.
• Collaborate with operational teams to gather information and drive corrective actions.
• Monitor remedies to ensure timely completion.
• Respond to enquiries from Councillors, MPs and stakeholders.
• Maintain records of complaints, outcomes and lessons learned.
• Analyse trends to identify service improvements.
• Support development of best practice in complaints handling.

Skills

Investigations of complaints

Housing Ombudsman knowledge

Stakeholder management

Report writing

Time management

Job description

Local Authority - Essex is hiring a Complaints Resolution Officer on a 6-month temporary contract. You will manage Stage 1 and Stage 2 housing complaints and Housing Ombudsman cases, acting as the residents' main contact and driving timely, fair resolutions.

Strong investigative and reporting skills are essential, with experience in social housing compliance and stakeholder engagement. This hybrid role requires 2–3 days onsite in Essex.