Senior Complaints Officer - Housing (Temp: London)

An excellent opportunity has arisen for an experienced Senior Customer Resolution Officer to join a reputable housing provider in London on a temporary basis. This is a key role responsible for leading the effective management of complaints, enquiries, and compliments, ensuring high standards of service delivery and positive outcomes for residents.
You will take ownership of complex and high-risk cases, provide quality assurance across the team, and support the Manager in driving performance, consistency, and learning. The role combines hands-on case management with leadership, coaching, and stakeholder engagement.

Rate: 31-32 Umbrella
Working Pattern: Hybrid
Location: Greater London

Key Responsibilities

• Lead the delivery of an effective complaints, enquiries, and compliments service, ensuring performance standards and timescales are met.
• Take responsibility for complex, multi-service complaints and specialist investigations from receipt through to resolution.
• Draft, review, and quality-assure complaint responses to ensure they are accurate, robust, and aligned with the Housing Ombudsman Code.
• Act as the first point of escalation for staff, providing guidance, coaching, and support.
• Line manage and supervise up to two-three staff, motivating and engaging the team to deliver high-quality outcomes.
• Coordinate and monitor responses to Members’ and Cabinet enquiries, ensuring timely and effective handling.
• Liaise with internal teams, contractors, and external stakeholders to track remedial actions through to completion.
• Coordinate and facilitate compensation payments in line with policy and delegated authority.
• Contribute to performance reporting, identifying trends, lessons learned, and opportunities for service improvement.
• Support the delivery of training for new and existing staff on complaints processes, procedures, and systems.
• Act as contract lead for allocated stakeholders, chairing regular meetings and monitoring complaint resolution progress.
• Provide cover for the Manager as required.

Experience:

• Proven experience working within the social housing sector.
• Demonstrable experience resolving complaints within a diverse community setting.
• Experience managing complex caseloads and maintaining accurate case records.

Knowledge:

• Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
• Confident user of Microsoft Office applications, including Word, Excel, Outlook, and Teams.

Skills & Attributes:

• Ability to lead, motivate, and support others.
• Excellent written and verbal communication skills.
• Strong organisational skills, with the ability to manage competing priorities.
• Confident negotiator, able to influence stakeholders and achieve resolution.

Apply now for the role of Senior Complaints Officer with a reputable housing provider, where you will play a key role in leading complaint resolution, improving customer outcomes, and driving service improvement across a diverse housing portfolio.