Senior Complaints Officer - Harlow

4Recruitment Services; Harlow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is looking for a Senior Complaints Officer in Harlow to lead in handling housing-related complaints. This role involves tracking and resolving enquiries professionally. Key qualifications include strong communication skills and experience in customer service. The position is a temporary full-time contract, requiring on-site attendance two days a week, and offers a rate of £200 per day.

Qualifications

• Previous experience in a customer-facing role required.
• Excellent written and verbal communication skills are essential.
• Confidence in drafting professional responses to complaints.
• Strong IT skills, particularly with Microsoft Office.
• Strong organizational skills to manage a busy workload.

Responsibilities

• Track, monitor, and respond to complaints and enquiries.
• Communicate with residents via email, phone, and letters.
• Ensure a high standard of written communication.
• Represent the public face of the council with empathy and professionalism.

Skills

Customer service experience

Excellent written communication

Confidence in drafting responses

Strong IT skills

Organizational skills

Tools

Microsoft Office

Job description

Senior Complaints Officer - Harlow

Location: Harlow (2 days per week on-site)

Contract: Temporary, 6-12 months | Full-Time

Rate: £200 per day (umbrella)

We are recruiting a Senior Complaints Officer to join the Housing Property team on a temporary basis. You will take the lead in handling complaints and enquiries related to housing and property issues, supporting a busy and dedicated team with responsibilities across:

• Capital delivery - delivering a £51m stock investment programme (#removed#) to improve tenants' homes
• Fire safety - helping reduce a significant backlog of fire risk actions
• Technical compliance - overseeing inspections and repairs of electrical and mechanical installations

As a Senior Complaints Officer, you will be the first point of contact for residents and councillors, ensuring issues are resolved quickly, professionally, and with care.

Responsibilities

• Track, monitor, and respond to complaints and enquiries
• Communicate with residents via email, phone, and letters
• Ensure a high standard of written communication
• Represent the public face of the council with empathy and professionalism

What You'll Bring

• Previous experience in a customer-facing role
• Excellent written and verbal communication skills
• Confidence in drafting professional responses to complaints
• Strong IT skills, particularly with Microsoft Office
• Strong organisational skills with the ability to manage a varied and busy workload

To find out more information please contact Lily at (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency