We are currently working in partnership with a Housing Association based in Surrey, who are recruiting for a Stage One Housing Complaints Officer on a permanent contract.
The position is due to start as soon as possible and is offering a salary of £41,000 per annum.
The ideal candidate will have experience managing complaints within a Social Housing or Local Authority setting, have a strong understanding of the Housing Ombudsman Complaint Handling Code, and possess excellent written communication skills with the ability to produce clear and well-evidenced complaint responses.
Duties will include (but are not limited to):
- Managing housing complaints from start to finish, acting as the single point of contact for residents
- Investigating complaints by liaising with housing, repairs, contractors and support teams
- Drafting clear, balanced and evidence-based complaint responses within agreed timescales
- Handling sensitive and complex cases involving vulnerable residents with empathy and professionalism
- Ensuring complaints are handled in line with the Housing Ombudsman Complaint Handling Code and organisational policies
- Maintaining accurate records on case management systems and monitoring complaint progress
- Recommending remedies and compensation where appropriate in line with policy
- Identifying complaint trends, lessons learned and opportunities for service improvement
- Preparing reports and responses for managers, councillors, MPs and the Housing Ombudsman
- Monitoring agreed actions and ensuring resolutions are implemented effectively
Experience required:
- Experience in complaints management
- Experience working within Local Government and/or Social Housing
- Working knowledge of the Housing Ombudsman Complaint Handling Code
Skills, knowledge and expertise required:
- Strong written communication skills
- Excellent organisational and time management
- Good understanding of social housing operations, legislation and regulatory standards
Rewards and Benefits:
- Hybrid working
- Flexible working arrangements
Working hours:
- 37 hours per week
- Monday – Friday, 9am-5pm
Please note that you require recent experience to apply for this role.
James Andrews is acting as an employment agency and business in relation to this role.
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