Resident-Focused Complaints Officer (Onsite)

Essex County Council; Basildon; On-site; GBP 34,000 - 39,000; Full time

Job summary

Basildon Borough Council is seeking three Complaints Resolution Officers to join a Basildon-based team on a full-time, temporary basis. The roles require onsite presence (minimum 3 days a week) with travel around the borough and a valid vehicle.

You will manage and investigate complaints within a social housing environment, ensuring fair, thorough responses and compliance with the Housing Ombudsman Code. The post holders will be the primary contact for residents, coordinating with service areas,

Qualifications

• Experience investigating and resolving complex complaints within housing or local authority settings.
• Strong knowledge of Housing Ombudsman Complaint Handling Code and related investigations.
• Experience managing Housing Ombudsman enquiries and investigations.
• Understanding of housing legislation, consumer standards, and landlord responsibilities.
• Experience handling Stage 1 and Stage 2 complaints and responding to Councillor/MP enquiries.

Responsibilities

• Manage and investigate Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Code.
• Conduct thorough, evidence-based investigations using tenancy records and correspondence.
• Draft clear, empathetic, well-reasoned complaint responses.
• Act as primary contact for residents throughout the complaints process.
• Coordinate Housing Ombudsman enquiries and investigations within required timescales.
• Prepare evidence and submissions for Housing Ombudsman investigations.
• Identify service failures and remedies to achieve fair resolutions.
• Monitor actions and ensure commitments arising from complaints are delivered.

Skills

Analytical skills

Investigative abilities

Problem solving

Customer service

Stakeholder collaboration

Job description

Basildon Borough Council is seeking three Complaints Resolution Officers to join a Basildon-based team on a full-time, temporary basis. The roles require onsite presence (minimum 3 days a week) with travel around the borough and a valid vehicle.

You will manage and investigate complaints within a social housing environment, ensuring fair, thorough responses and compliance with the Housing Ombudsman Code. The post holders will be the primary contact for residents, coordinating with service areas,