Housing Complaints Officer

We’re working with a public-sector housing provider who urgently requires a Housing Complaints Handler to support their team during a period of high complaint volumes.

This is a hands‑on role where you’ll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. You’ll be working closely with internal teams—particularly repairs and contractors—to investigate issues and drive resolutions.

You’ll join a supportive team environment, working alongside an existing coordinator to help manage caseloads and improve overall service delivery.

Key Responsibilities of a Housing Complaints Officer

• Manage stage 1 complaints end‑to‑end, from initial receipt through to resolution.
• Monitor the complaints inbox and case management system (CRM).
• Contact residents to clarify concerns and manage expectations.
• Investigate complaints by liaising with internal teams (e.g., repairs, contractors).
• Draft and issue formal written responses within agreed timescales.
• Ensure all cases are accurately recorded, tracked, and updated.
• Process compensation claims where appropriate.
• Escalate or route staff‑related concerns to relevant managers.
• Provide follow‑up support where needed after case closure.
• Identify and flag recurring issues or trends to management.

About You

• Proven experience in complaints handling or customer resolution (any sector considered).
• Confident speaking to customers on the phone with empathy and professionalism.
• Strong written communication skills with the ability to handle sensitive situations.
• Able to manage multiple cases and meet deadlines.
• Comfortable investigating issues and working with different stakeholders.
• Good attention to detail and record‑keeping skills.
• Able to remain calm and effective when dealing with challenging situations.
• Knowledge of housing or the Complaint Handling Code is helpful but not essential.

What’s on Offer: Housing Complaints Handler

• Immediate start with a fast interview process.
• Hybrid working (typically 3 days from home, with some flexibility).
• Opportunity to gain experience within a regulated housing environment.
• Potential for a longer‑term opportunity (FTC or permanent).

If this Housing Complaints Handler role is of interest please apply or contact (url removed)

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