Quality & Complaints Lead (Hybrid)

Caledonia Housing Association; Perth, Dundee; Hybrid; GBP 39,000 - 46,000; Part time

Benefits offered by this job

36 days annual leave

Flexi-time system

Car allowance

Pension matching 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 lead robust complaint handling and quality assurance. You will work with the Governance Manager to ensure compliant processes and timely, evidence-based outcomes.

The role combines investigation, reporting, and guidance for staff to embed best practice. Based in Perth with hybrid working, it offers a supportive environment and opportunities to contribute to high-quality customer services.

Qualifications

• Experience in a customer-focused, governance and compliance, or audit and scrutiny environment.
• Ability to handle complex and sensitive information with clear written outputs.
• Strong understanding of complaint handling and quality assurance processes.

Responsibilities

• Investigate and respond to Stage 2 complaints in line with the SPSO framework.
• Support Stage 1 complaints and promote good complaint handling across the organisation.
• Develop and implement effective quality assurance processes to drive continuous improvement.
• Provide advice and support to colleagues on complaints management.

Skills

Customer focus

Governance

Compliance

Audit

Scrutiny

Investigation

Written responses

Job description

Caledonia Housing Association is recruiting a Complaints and Quality Officer to lead robust complaint handling and quality assurance. You will work with the Governance Manager to ensure compliant processes and timely, evidence-based outcomes.

The role combines investigation, reporting, and guidance for staff to embed best practice. Based in Perth with hybrid working, it offers a supportive environment and opportunities to contribute to high-quality customer services.