Senior Complaints Lead (Housing) - Complex Enquiries

Greenacre Recruitment Ltd; Guildford; On-site; GBP 39,000 - 53,000; Full time

Job summary

Greenacre Recruitment Ltd in Surrey seeks an experienced Senior Complaints Handler on an interim basis until March 2027. This senior role owns high‑level complaints, member enquiries and Ombudsman cases, delivering thorough, balanced responses aligned with regulatory expectations.

You will work with service managers and senior leaders to investigate issues, coordinate evidence, and produce well‑reasoned outcomes that support service improvement and a positive complaints culture.

Qualifications

• Extensive experience handling Stage 1 and Stage 2 complaints in housing or a regulated public-facing context.
• Strong knowledge of Housing Ombudsman’s Complaint Handling Code.
• Excellent written communication, clear, structured and empathetic.

Responsibilities

• Lead on Stage 1 and Stage 2 complaints with timely, high‑quality responses.
• Manage Housing Ombudsman enquiries, evidence gathering and submissions.
• Handle Members' enquiries with clear, accurate and politically aware responses.
• Conduct thorough investigations across multiple teams, ensuring robust records.
• Produce well‑reasoned outcomes that show fairness and regulatory compliance.
• Identify themes and learning to drive service improvement.
• Advise colleagues on best practice and ensure consistent approaches.

Skills

Complex complaints handling

Public sector/regulatory environment

Written communication

Stakeholder engagement

Analytical skills

Case management

Job description

Greenacre Recruitment Ltd in Surrey seeks an experienced Senior Complaints Handler on an interim basis until March 2027. This senior role owns high‑level complaints, member enquiries and Ombudsman cases, delivering thorough, balanced responses aligned with regulatory expectations.

You will work with service managers and senior leaders to investigate issues, coordinate evidence, and produce well‑reasoned outcomes that support service improvement and a positive complaints culture.