Senior Complaints Officer

Park Avenue Recruitment; Guildford; Hybrid; GBP 31,000 - 42,000; Full time

Job summary

Park Avenue Recruitment is seeking a Senior Complaints Officer for a housing provider in Surrey. This interim role is hybrid, with two days in the office, and runs until March 2027.

The day rate is £200 umbrella, offering a competitive remuneration for an experienced professional. You will lead the day-to-day oversight of the complaints process, manage complex Stage 1 and Stage 2 cases, handle Housing Ombudsman inquiries, and drive service improvements while ensuring high-quality responses and

Qualifications

• Extensive experience managing housing complaints.
• Strong knowledge of Stage 1/Stage 2 and Ombudsman processes.
• Able to lead complex cases with little oversight.

Responsibilities

• Managing complex Stage 1 and Stage 2 complaints end-to-end.
• Handling Housing Ombudsman cases and enquiries.
• Producing high-quality responses within deadlines.
• Senior point of oversight across caseload.
• Identifying trends and service improvements.
• Collaborating with operational teams to implement actions.

Skills

Housing complaints

Stage 1/Stage 2

Housing Ombudsman

Quality assurance

Stakeholder liaison

Job description

Senior Complaints Officer - Housing

Surrey | Hybrid Working - 2 days office presence

Interim Contract until March 2027

Competitive Day Rate of £200.00 per day umbrella

I am working with a housing provider in Surrey who are looking for an experienced Senior Complaints Officer to join their team on an interim basis until March 2027.

This is a senior, hands-on complaints role with no direct line management. You will take the lead on the day-to-day oversight and quality of the complaints process, managing complex cases from beginning to end and helping drive improvements across the service.

Key Responsibilities:

• Managing complex Stage 1 and Stage 2 complaints through the full end-to-end process.
• Handling and coordinating Housing Ombudsman cases and enquiries.
• Producing high-quality complaint responses and ensuring deadlines are met.
• Acting as a senior point of oversight across the complaints caseload.
• Reviewing responses and ensuring quality, consistency and compliance.
• Maintaining accurate complaint trackers and spreadsheets.
• Identifying trends, recurring issues and opportunities for service improvement.
• Working with operational teams to ensure actions and learning from complaints are followed through.
• Supporting improvements to complaint handling processes and overall customer experience.

The Ideal Candidate:

You will have strong experience managing complaints within housing, social housing or a similar regulated environment, with a good understanding of Stage 1, Stage 2 and Housing Ombudsman processes.

You will be comfortable taking ownership of complex cases, challenging where necessary and being the person who ensures the quality of complaint responses remains consistently high.

This would suit an experienced Senior Complaints Officer, Complaints Case Manager or Housing Complaints Officer looking for a long-term interim assignment with a strong service-improvement focus.