Complaints Resolution Officer
Location: Local Authority Client | South Essex
Contract: 6-Month Temporary Contract
Rate: Up to £32.00 per hour (Umbrella)
Hours: Full Time (Hybrid work available once completed training)
About the Role
We are recruiting for an experienced Complaints Resolution Officer to join a Social Housing team on a temporary basis. You will investigate and resolve resident complaints, manage Housing Ombudsman cases, and support service improvements across the organisation.
Key Responsibilities
Manage Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code.
Investigate complaints, reviewing tenancy records, repairs history, and relevant documentation.
Draft clear and balanced complaint responses.
Act as the main point of contact for residents throughout the complaints process.
Manage Housing Ombudsman enquiries and investigations.
Liaise with internal teams, Councillors, MPs, and other stakeholders.
Identify service failures, recommend remedies, and support service improvements.
Monitor actions arising from complaints and Ombudsman determinations.
About You
Experience managing complaints within a Housing Association, Local Authority, or Social Housing environment.
Strong knowledge of the Housing Ombudsman Complaint Handling Code.
Experience handling Housing Ombudsman investigations.
Understanding of housing legislation and landlord responsibilities.
Excellent communication, investigation, and report-writing skills.
Ability to manage a high-volume caseload and meet deadlines.
What's on Offer?
Up to £32.00 per hour (Umbrella).
Opportunity to make a real impact on resident satisfaction and service delivery.
Apply today to be considered for this excellent opportunity with a South Essex Local Authority client
