Complaints Officer

Castlefield Recruitment are currently recruiting a Complaints Officer for a Housing Association based in Merseyside. The role is on an initial 6-month temporary contract, likely to be extended. The hourly rate is £21 - £25 per hour and offers flexible hybrid working of up to 3 days a week working from home. Please note the hiring manager needs someone who can hit the ground running and has experince working in a complaints role within Social Housing.

The role:

• Manage a caseload of stage 1 complaints in relation to all service areas across the organisation, primarily repairs
• Investigate complaints and respond to the customer within timescales, acting as the single point of contact for the customer throughout
• Record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures
• Monitor the implementation of complaint decisions, remedies and recommendations on service delivery, including ensuring goodwill and compensation payments are issued to the customer when appropriate
• Ensure all actions and interventions are recorded within the Case Management System

What you need:

• Experience of working in complaint handling, within a housing association or a similar environment
• Knowledge of the Housing Ombudsman’s Complaint Handling Code and Government’s Social Housing White Paper
• Good verbal and written communication skills