Hybrid Complaints & Quality Officer—Elevate Service

Vacancy Filler; Dundee; Hybrid; AUD 74,000 - 87,000; Full time

Benefits offered by this job

36 days annual leave

Flexi-time

Car allowance

Pension scheme, matched up to 12%

Salary sacrifice schemes

Healthcare (cash plan)

Volunteering day

Wellbeing services

Job summary

Caledonia Housing Association is recruiting a Complaints and Quality Officer to drive high-quality, customer-focused services across our housing group. This fixed-term role supports robust complaints handling and quality assurance aligned with our strategic aims, working closely with the Governance Manager.

You will investigate Stage 2 complaints under the SPSO procedure, assist Stage 1 handling, and promote learning and continuous improvement across Dundee, Perth and West Dunbartshire sites in

Qualifications

• Experience in customer focused governance and compliance, or audit and scrutiny.
• Ability to handle complex and sensitive information and produce high-quality written responses.
• Thrives in a busy environment and looks to improve services and outcomes.

Responsibilities

• Investigate Stage 2 complaints in line with the SPSO Model Complaints Handling Procedure and provide timely, evidence-based outcomes.
• Support colleagues in managing Stage 1 complaints and promote good complaint handling practices across the organisation.
• Develop and implement robust quality assurance processes aligned with strategic objectives.

Job description

Caledonia Housing Association is recruiting a Complaints and Quality Officer to drive high-quality, customer-focused services across our housing group. This fixed-term role supports robust complaints handling and quality assurance aligned with our strategic aims, working closely with the Governance Manager.

You will investigate Stage 2 complaints under the SPSO procedure, assist Stage 1 handling, and promote learning and continuous improvement across Dundee, Perth and West Dunbartshire sites in