Complaints Officer - Housing (Temp: London)

I am delighted to be supporting a reputable housing provider with the appointment of a pivotal role at the heart of customer accountability and service recovery for a temporary complaints officer. This position plays a vital role in providing assurance to residents, ensuring that concerns, enquiries, and feedback are managed with professionalism, fairness, and clarity, while directly contributing to resident confidence, service improvement, and organisational learning.
You will take full ownership of complaint cases from initial receipt through to final resolution, delivering timely, well-evidenced responses that meet regulatory expectations. Working across services, you will help challenge inconsistencies, remove barriers to resolution, and ensure outcomes are meaningful, proportionate, and focused on genuine service improvement rather than process alone.

Working Pattern: Hybrid
Rate: 22-24 PAYE | 29-31 Umbrella
Availability: Immediate

Responsibilities

• Taking end-to-end ownership of complaints and enquiries ensuring each case is handled proportionately, consistently, and in line with recognised complaint-handling standards and codes of practice.
• Drafting clear, well-reasoned responses that are accurate, evidence-based, and reflective of a fair investigative process, ensuring residents feel heard and outcomes are clearly explained.
• Conducting in-depth investigations into complex or multi-service cases, identifying root causes and coordinating corrective actions across teams and external contractors.
• Preventing escalation by resolving issues at the earliest possible stage, using sound judgement, negotiation skills, and a solutions-focused approach.
• Acting as a liaison point for Ombudsman correspondence, Members’ enquiries, Freedom of Information requests, and Subject Access Requests, ensuring information is collated accurately and within required timescales.
• Tracking actions arising from complaints through to completion, monitoring remedial works and service fixes to ensure commitments are delivered and residents are satisfied with outcomes.
• Working closely with managers and front line teams to embed best practice in complaint handling, improve response quality, and strengthen organisational capability.
• Maintaining professional, transparent, and constructive communication with residents throughout the process, reinforcing trust in the organisation’s approach to accountability and resolution.
• Exercising delegated authority to assess and award compensation in line with approved policies, ensuring decisions are fair, justified, and clearly communicated.
• Ensuring all actions and recommendations align with organisational commitments to sustainability, responsible decision-making, and long-term service resilience.

What You Will Bring

• Proven experience handling complaints or complex customer cases, ideally within housing, public services, or a regulated environment.
• Confidence working with diverse communities and an ability to adapt communication style to achieve resolution and build trust.
• Strong case management skills, with the ability to balance competing priorities and manage a high-volume, varied caseload effectively.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and persuasively.
• Experience maintaining accurate records and using case management systems, spreadsheets, or databases to track progress and outcomes.
• A calm, analytical approach to problem-solving, with the confidence to challenge constructively and influence outcomes across teams.
• A genuine commitment to learning, continuous improvement, and developing best practice in customer resolution.

This opportunity would suit someone who brings empathy alongside structure, balances investigative rigour with diplomacy, and demonstrates resilience, sound judgement, and strong attention to detail in a fast-paced environment.

Apply now for the Complaints Officer role and don’t miss out on this fantastic opportunity to make a real difference within a customer-focused housing service.