Complaints Officer - Housing

8 - 9 Month Contract With A Local Authority

To investigate and manage corporate, housing, and Ombudsman complaints, ensuring timely, high-quality responses that meet statutory and corporate requirements. The role is responsible for identifying service failures, analysing complaint trends, and working with managers across the organisation to drive continuous service improvement, improve customer outcomes, and reduce recurring complaints.

Key Responsibilities

• Investigate and resolve complex corporate, housing, and Ombudsman complaints in line with policies, procedures, and regulatory requirements.
  


• Prepare clear, accurate, and comprehensive complaint responses within agreed timescales.
  


• Manage Member Enquiries and ensure responses are completed to a high standard.
  


• Analyse complaints, customer feedback, and performance data to identify trends, recurring issues, and service improvement opportunities.
  


• Work collaboratively with managers and service teams to address service failures and implement corrective actions.
  


• Monitor complaint performance, quality assure responses, and provide assurance that complaint handling standards are met.
  


• Produce reports and insights for senior managers highlighting risks, trends, lessons learned, and areas requiring improvement.
  


• Support services in developing effective processes for complaint management, performance monitoring, and customer service improvement.
  


• Build effective working relationships with internal departments, external partners, and stakeholders to resolve issues and improve service delivery.
  


• Lead or contribute to projects and workstreams that require coordination across multiple teams and services.
  


• Provide guidance and support to less experienced colleagues where required.
  


• Ensure learning from complaints is embedded across services to improve performance, efficiency, and customer satisfaction.
  

Requirements

• Experience investigating and resolving complex complaints, ideally within housing, local government, public sector, or a similarly complex environment.
  


• Strong knowledge of complaints handling principles, customer service standards, and Ombudsman requirements.
  


• Experience analysing data, identifying trends, and producing reports to support service improvement.
  


• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  


• Excellent written communication skills with the ability to prepare detailed, professional responses and reports.
  


• Strong stakeholder management skills with the ability to influence and build relationships across teams and services.
  


• Experience working with performance management, service improvement, risk assessment, or quality assurance processes is desirable.
  


• Ability to exercise sound judgement, make evidence-based decisions, and handle sensitive matters with discretion.
  


• Proficient in Microsoft Office applications and case management systems.
  


• Knowledge of housing services and local government operations is desirable.
  

Additional Information

Location: London Borough of Hackney (On-site)

Hours: 36 hours per week

Pay: Bi-weekly payments available