Complaints and Resolution Officer

Job title: Complaints and Resolution Officer
Location: London N4 (Hybrid Working Available after training)
Start Date: ASAP
Contract Type: Temporary maternity cover
Weekly Hours: 35 hours per week

Job Purpose

We are currently recruiting for a temporary Complaints and Resolution Officer to join a proactive and customer-focused team within a progressive housing organisation. This is a fantastic opportunity to bring your customer service, problem-solving, and stakeholder engagement skills to a pivotal role within the newly formed Culture, Communications and Involvement directorate.

Key Responsibilities:

• Manage the end-to-end complaints process including logging, investigating, coordinating, and responding to resident concerns.
• Liaise with internal departments and contractors to gather information and ensure timely resolution.
• Maintain accurate digital records using case management systems and ensure all correspondence is logged.
• Support the Complaints and Resolution Manager in day-to-day service delivery and help identify areas for improvement.
• Act as an advocate for residents’ rights, ensuring outcomes are fair, respectful, and timely.
• Help produce reports on performance, themes, and complaint outcomes.
• Contribute to a culture of continuous improvement, learning from feedback and helping to improve services.
• Where appropriate, process compensation claims, respond to MPs or councillors, and escalate complex cases to senior leadership.

Candidate Profile

• Strong background in complaint handling or customer resolution roles.
• Excellent written and verbal communication skills, with the ability to write clearly and professionally.
• Confident using CRM or case management systems and MS Office applications.
• Able to manage a varied workload with competing deadlines.
• High attention to detail, organisational and time-management skills.
• Strong interpersonal skills, with the ability to work collaboratively across teams and with external stakeholders.
• A positive, proactive, and empathetic approach to customer service.
• Experience within the housing sector.
• Knowledge of complaint handling best practices and the Housing Ombudsman Complaint Handling Code.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on or send an E-Mail to .uk