Hybrid Regional Complaints Officer (Remote)

Daniel Owen Ltd; Maidstone; Hybrid; GBP 29,000 - 42,000; Part time

Job summary

Regional Housing Provider in Maidstone seeks an experienced Regional Operations Officer to manage and resolve customer complaints within a social housing setting. The role is predominantly home-based with occasional office and site visits.

You will take ownership from receipt to resolution, ensure adherence to policies, and liaise with contractors and stakeholders to deliver timely, professional responses. Flexible hybrid working and periodic office attendance support service delivery

Qualifications

• Experience in a complaints management role within social housing.
• Strong understanding of housing complaints processes and procedures.
• Experience investigating and resolving complex customer complaints.
• Excellent written and verbal communication skills.
• Ability to manage a busy workload independently and prioritise.
• Confident liaising with customers, contractors and internal stakeholders.
• Comfortable working remotely with occasional office/site visits.

Responsibilities

• Manage and investigate customer complaints in social housing.
• Take ownership from receipt to resolution.
• Ensure responses align with policies and regulatory requirements.
• Liaise with internal teams, contractors and external stakeholders.
• Prepare clear, detailed complaint responses.
• Identify recurring issues and suggest service improvements.
• Ensure resolution within timescales and standards.
• Attend meetings, office visits and property visits.
• Provide updates and escalate complex matters.

Skills

Complaints management

Housing sector knowledge

Written communication

Verbal communication

Stakeholder liaison

Job description

Regional Housing Provider in Maidstone seeks an experienced Regional Operations Officer to manage and resolve customer complaints within a social housing setting. The role is predominantly home-based with occasional office and site visits.

You will take ownership from receipt to resolution, ensure adherence to policies, and liaise with contractors and stakeholders to deliver timely, professional responses. Flexible hybrid working and periodic office attendance support service delivery