Regional Operations Officer

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 Operations Officer

Location: Maidstone (Hybrid - predominantly home-based)
Pay Rate: £25.92 per hour (Umbrella)
Contract: Temporary

Job Overview

We are currently recruiting for an experienced Regional Operations Officer to join a housing provider based in Maidstone.

This is a predominantly home-based role, although the successful candidate must be flexible and willing to attend the office and carry out site visits when required.

The role will focus heavily on managing and resolving complaints within a housing environment, ensuring issues are investigated thoroughly, handled professionally and resolved within the required timescales.

Key Responsibilities

• Manage and investigate customer complaints within a social housing environment.

• Take ownership of complaints from initial receipt through to resolution.

• Ensure complaints are handled in line with relevant policies, procedures and regulatory requirements.

• Liaise with internal departments, contractors and external stakeholders to investigate issues and obtain responses.

• Prepare clear, detailed and accurate complaint responses.

• Identify recurring issues and trends, recommending improvements to service delivery.

• Ensure complaints are resolved within agreed timescales and service standards.

• Attend meetings, office visits and property visits when required.

• Provide updates on complaint progress and elevate complex or sensitive matters where necessary.

Essential Experience

• Previous experience in a complaints management role within Social Housing is essential.

• Strong understanding of housing-related 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 effectively.

• Confident liaising with customers, contractors and internal stakeholders.

• Must be comfortable working remotely while remaining flexible to attend office and site visits when required.

Working Arrangements

• Predominantly working from home.

• Office and property visits required as and when necessary.

• Based around the Maidstone area.

Pay Rate: £25.92 per hour Umbrella.