Senior Housing Complaints Resolution Specialist

4Recruitment Services Ltd; Basildon; On-site; GBP 39,000 - 41,000; Full time

Job summary

4Recruitment Services Ltd is recruiting three Complaints Resolution Officers for a full-time, 6-month temporary role based in Basildon. The position requires a minimum of 3 days onsite per week with regular travel across the borough. Applicants must be car drivers with access to a vehicle.

You will manage and investigate complex Housing Ombudsman cases, overseeing cases from initial investigation through to resolution while ensuring responses are fair, evidence-based and resident-focused.

Qualifications

• Experience investigating and resolving complex complaints within a local authority, housing association or social housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Housing Ombudsman enquiries, investigations and determinations.
• Understanding of housing legislation, consumer standards and landlord responsibilities.
• Experience handling Stage 1 and Stage 2 complaints.
• Experience responding to Councillor and MP enquiries.
• Strong report writing, letter drafting and case management skills.
• Excellent investigative, analytical and problem-solving abilities.
• Experience identifying service improvements and monitoring actions through to completion.

Responsibilities

• Investigate and resolve Stage 1 and Stage 2 complaints.
• Review tenancy records, repairs history, correspondence, policies, and supporting evidence.
• Draft clear, accurate and empathetic complaint responses.
• Manage Housing Ombudsman enquiries, investigations and submissions.
• Review Ombudsman determinations, orders and recommendations and coordinate required actions.
• Act as a key contact for residents throughout the complaints process.

Job description

4Recruitment Services Ltd is recruiting three Complaints Resolution Officers for a full-time, 6-month temporary role based in Basildon. The position requires a minimum of 3 days onsite per week with regular travel across the borough. Applicants must be car drivers with access to a vehicle.

You will manage and investigate complex Housing Ombudsman cases, overseeing cases from initial investigation through to resolution while ensuring responses are fair, evidence-based and resident-focused.