Resident Complaints Specialist - Social Housing

Wates Group; Walton-on-Thames; On-site; GBP 21,000 - 26,000; Full time

Job summary

Wates Group in Walton on Thames is seeking a proactive Complaints Administrator to manage the end-to-end complaints process for a social housing contract. You will log, track, and resolve complaints, acting as a first point of contact with residents and ensuring timely investigations and accurate records.

The role requires strong written and verbal communication, excellent attention to detail, and ability to handle sensitive situations with empathy.

Qualifications

• Proven ability to communicate clearly in writing and verbally.
• Strong attention to detail and excellent organisational skills.
• Experience using IT systems, databases, and Microsoft Office applications.

Responsibilities

• Log, track, and administer resident complaints from receipt through to resolution.
• Act as a key point of contact for residents with clear, professional communication.
• Draft written responses to complaints in line with policy and regulatory standards.
• Maintain accurate records of complaints, actions, and outcomes in internal systems.
• Liaise with internal departments, contractors and stakeholders to investigate issues.
• Monitor deadlines and progress complaints within service levels.
• Support reporting on complaint volumes, themes and trends for service improvements.
• Ensure complaints handling complies with policies and best practice.

Skills

Communication skills

Attention to detail

Organization

IT skills

Tools

Microsoft Office

Databases

Job description

Wates Group in Walton on Thames is seeking a proactive Complaints Administrator to manage the end-to-end complaints process for a social housing contract. You will log, track, and resolve complaints, acting as a first point of contact with residents and ensuring timely investigations and accurate records.

The role requires strong written and verbal communication, excellent attention to detail, and ability to handle sensitive situations with empathy.