Temporary Housing Complaints Officer

Zohorecruit; Broxtowe; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Civic Recruitment Limited is recruiting for a Housing Complaints Officer on a 6-month contract with a local authority. The role is hybrid with a typical 37-hour week, and includes acting as the single point of contact for complainants and managing Stage 1 housing complaints from receipt to resolution.

You will investigate matters impartially, gather evidence, and liaise with Housing Services teams to ensure timely, fair outcomes in line with relevant legislation and policy.

Qualifications

• Experience in customer complaints handling, investigations or case management.
• Experience producing detailed written responses and reports.
• Experience dealing with sensitive or difficult customers.

Responsibilities

• Manage all Stage 1 housing complaints from receipt to resolution.
• Act as main contact for complainants with clear, timely communication.
• Investigate complaints impartially in line with policies and legislation.
• Gather information to establish facts and findings.
• Coordinate with Housing Services and other teams to resolve complaints.

Skills

Customer service

Investigation

Communication

Problem solving

Education

GCSE English and Maths

Housing / Public Administration qualification

Job description

Broxtowe, United Kingdom | Posted on 25/09/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

6 months contract with a local authority

The main hours of work are 37 hours per week, Monday toFriday (7.24 hours per day). There must be at least a 30 min lunch. The role ishybrid.

Job Purpose

The HousingComplaints Officer will play a key role in supporting a resident-focused andtransparent approach to complaints handling within the Housing Service. Thepostholder will be responsible for managing and investigating Stage 1 housingcomplaints, ensuring that concerns are addressed fairly, professionally, and inaccordance with relevant legislation, policies, and best practice.

Key Duties/Accountabilities

• Manage all aspects of Stage 1 complaints relating to theHousing Service from receipt through to resolution.
• Act as the single point of contact for complainantsthroughout the complaints process, ensuring clear, timely, and professionalcommunication.
• Support and advocate for complainants to achieve the mostappropriate and effective resolution to their concerns.
• Investigate complaints thoroughly, impartially, and in linewith relevant legislation, policies, procedures, and statutory requirements.
• Gather and evaluate information from multiple sources toestablish facts and determine findings.
• Liaise with Housing Services teams, Corporate Complaintsteams, and other stakeholders to resolve complaints effectively.

Essential Experience Required

• Experience handling customer complaints, investigations, orcase management within a housing, local authority, public sector, or customerservice environment.
• Experience investigating complex cases and producingdetailed written responses and reports.
• Experience managing sensitive situations and dealing withdifficult or dissatisfied customers.

Essential Qualifications Required

• Educated to GCSElevel (or equivalent), including English and Mathematics.
• Relevantqualification in Housing, Customer Service, Public Administration, BusinessAdministration, or a related discipline, or equivalent demonstrable experience.
• Commitment toundertaking relevant professional development and training.

Additional information to note

Working hours: 37 hours per week

The main hours of work are 37 hours per week, Monday toFriday (7.24 hours per day). There must be at least a 30 min lunch.

The role is hybrid.

We work on bi weekly payment schedule.