Senior Complaint Handler

Are you a confident and experienced complaint handler with a passion for improving customer experience in social housing?

We’re working with a large and well-respected housing provider who is looking for an interim Senior Complaints Officer to join their Customer Relations Team on an ongoing temporary contract. This is a fantastic opportunity for someone who thrives in complex, fast-paced environments and wants to make a meaningful impact on customer satisfaction and service delivery.

Key Responsibilities

• Take ownership of complex stage two complaint investigations across housing, repairs, income, and tenancy services
• Engage directly with residents to understand concerns and deliver fair, timely resolutions
• Collaborate with internal teams and external contractors to gather evidence, schedule remedial actions, and resolve complaints in line with the Housing Ombudsman’s Complaint Handling Code
• Lead on drafting high-quality written responses that reflect tone of voice, clarity, and technical accuracy
• Support the coordination of Housing Ombudsman cases, evidence packs, and resolution orders
• Identify learning opportunities and contribute to continuous service improvement initiatives
• Provide coaching and guidance to colleagues on complaint resolution and quality standards

You’ll Need To Have

• Proven experience handling formal complaints in a social housing setting, including stage two reviews
• Strong knowledge of relevant legislation and regulatory expectations (e.g., HOS Complaint Handling Code, disrepair, ASB, HHSRS)
• Excellent written communication skills and the ability to translate complex issues into plain language
• Confidence in influencing, negotiating, and collaborating with contractors and senior stakeholders
• High attention to detail, good judgement, and the ability to manage competing deadlines
• Experience using housing or repairs systems and CRM tools

This is a fantastic opportunity to step into a vital role within a high-performing customer experience team. You’ll be supported by a knowledgeable manager and will be contributing directly to service excellence and regulatory compliance.

If you’re passionate about doing right by residents and have the experience to hit the ground running — we’d love to hear from you.

Think CommunityPartnership are a specialist consultancy that provide temporary and permanent recruitment solutions to housing professionals across the Midlands.

If you're interested in hearing about our current opportunities within the industry, please contact our office on 0121 820 2088.