Complaints Officer

Job title: Complaints Officer

Location: London SE1 – Hybrid (After 4 week training)

Start Date: ASAP

Contract Type: Temporary 3-6 months

Weekly Hours: 35 hours per week

Job Purpose

We’re currently recruiting for an experienced Complaints Officer to join a busy Customer Experience team on a temporary basis. This is a fast-paced role where you’ll manage a high volume of complaints, including Housing Ombudsman and MP enquiries, ensuring cases are resolved efficiently and within strict deadlines.

This is an excellent opportunity for someone who thrives in a structured, target-driven environment and can hit the ground running.

Key Responsibilities

• Manage end-to-end complaint cases, ensuring timely and thorough resolution
• Handle Housing Ombudsman and MP enquiries in line with regulations
• Provide clear and consistent communication to customers throughout their complaint journey
• Investigate complex and escalated complaints, identifying root causes and solutions
• Liaise with internal departments to gather information and drive case progress
• Escalate cases where necessary to ensure deadlines are met
• Maintain accurate case records and manage a high-volume caseload
• Support service improvements by identifying trends and recurring issues

Candidate Profile

• Proven experience in complaints handling (housing or public sector desirable)
• Strong knowledge of complaint processes and regulatory timeframes
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Confident dealing with challenging conversations and sensitive cases
• Strong organisational and problem‑solving skills

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